Customer Care Specialist

Customer Care Specialist

The Customer Care team's purpose is to leverage resources and resiliency of customers and work to find the most appropriate care solution for the individual. Strategies include diverting customers to existing internal network resources to enrollment in appropriate programs at Hope Source, or to refer to the network of providers in Hope Source service areas. Techniques include problem solving, risk assessment, planning, and support for timely resolution.

Answer centralized phone system and transfer calls to internal partners

Assist customers, via phone, walk-in, or customer portal, and direct to appropriate resources, recording transactions in the Customer Care portal

Check and maintain customer care portal ensuring that all entries are contacted within 24 hrs, ensuring adequate contact notes are recorded and follow-ups are scheduled in a timely manner

Utilize compassionate yet practical problem-solving conversations to identify the customer's strengths and resources to effectively tailor services for each individual's needs

Conduct Risk Assessments and make internal referrals

Work with homeless households to identify strategies for doubling up, re-establishing lease terms with a recent landlord, or find other permanent housing options

Provide direct advocacy with landlords, family, and friends to mediate or resolve issues that would prevent a housing option

Conduct initial eligibility screenings for internal programs. Communicate/Coordinate with appropriate Hope Source staff to hand off referred client

Perform initial assessments that include health and safety risks that determine the viability of various diversion strategies, prioritizing households in compliance program requirements

Provide comprehensive referrals for all service areas, ensuring up to date knowledge of resources

Schedule follow-ups for queue and continued problem solving

Maintain and populate master list weekly to coordinate with outreach teams

Attend all program staffing meetings

Provide emergency services as needed and document in Apricot

Maintain client resources in local office ie. client room/lobby upkeep, client handbook stock, resource list maintenance, brochure stock

Complete Good Received Notices for items received at the front desk

Complete Cash Receipts and associated processes for donations received at local site

May be required to travel between offices on occasion to provide services

Some locations may require creating an outreach calendar

Minimum Requirements

Required skills:

Experience in providing direct client services with individuals and/or families in crisis.

Excellent Customer Service and Communication Skills

Exhibits proficiency in effective time management and meeting deadlines

Comfortable with a wide variety of computer hardware and software

Skilled in prioritization techniques

Flexible and comfortable with frequent interruptions and change

Demonstrates exceptional active listening skills

Demonstrates a collaborative and solution finding attitude

Exhibits extreme ownership over project outcomes

Preferred:

Bachelor's degree in a field directly related to families, case management or to the delivery of client services or equivalent experience

Proven ability to network with other organizations and service groups

Bi-lingual English/Spanish

Monday - Friday 8am - 5pm 40 Hour Work Week