Resource Specialist Job Mount Vernon area,Washington USA,Customer Service/HelpDesk

EMPLOYMENT OPPORTUNITY

Every interaction is an opportunity to make a difference. Resource Specialists are often the first point of contact for individuals seeking help, providing a welcoming, compassionate experience while connecting people with the resources they need.

The Resource Specialist greet, welcome, and screen visitors in person and over the phone for all relevant/eligible services and programs internally and throughout the county. They act as a liaison between all visitors and agency staff. The specialists are trained and expected to be experts in resources and referrals. They are expected to greet, listen, build trust, and understand the needs of visitors in order to assess, navigate, and connect them to services appropriately.

This will be a full-time position at 37.5 hours per week. Preference given to those who are bilingual in English/Spanish. Dual languages are strongly preferred but not required.

JOB DUTIES and

RESPONSIBILITIES INCLUDE:

Answer assigned phone lines, screen, and direct all calls to appropriate staff or department.

Greet, welcome, screen and direct all clients, donors, community members, and visitors walking into the agency.

Maintain a positive, service-oriented attitude at all times. Interact with participants in a respectful manner that fosters self-esteem and empowerment.

Screen clients/potential clients, administer intake forms, review intakes for referrals and services, enter data, schedule appointments, provide resources, and warm handoffs as applicable.

Determine eligibility for CA services and coordinate referrals with appropriate program staff, ensuring that clients are connected to services with appropriate follow-through.

Assist clients online and in-person in completing program applications, paperwork, and scheduling appointments.

Issue or provide vouchers, critical needs, and outreach essentials, as applicable. Verify and track data accordingly.

Perform appointments, confirm calls, as assigned.

Assist with PSE files, as assigned.

Track calls and types of requests that come in over the phone, in-person, and by email.

Keep reception area and waiting room clean and tidy.

Ensure clean and accurate data entry. Assist others with data entry as assigned.

Provide general clerical support functions as assigned.

Provide coverage for breaks and lunches for other Resource Specialists.

May be asked to provide Resource Specialist coverage at other agency locations.

Participate in agency and team meetings and trainings as required.

Other duties assigned by management.

QUALIFICATIONS INCLUDE:

Education & Experience

High School Diploma or GED/HSE minimum required. AA Degree in Social Services or related field preferred.
Social service experience or a desire to work in social services preferred.
Previous customer service experience required.
Or a combination of education/experience meeting required job qualifications.

License(s) & Certification(s)

Valid driver’s license and auto liability insurance required for work related travel.
Training necessary (within 6 months of hire):
Blood Borne Pathogens, First Aid/CPR, Safety, HIPAA, de-escalation and Narcan administration.

Skills & Abilities

Spanish/English bilingual strongly desired.
Basic clerical skills (filing, math, calculator, data entry, legible writing) required.
Excellent customer service skills.
Ability to set boundaries, resolve conflict, problem solve, and de-escalate issues.
Must be reliable, dependable, and demonstrate regular physical attendance.
Must be able to defuse difficult situations.
Active listening, open-mindedness, and empathetic skills.
Self-motivated, flexible, adaptive, and resourceful critical thinking skills.
Strong organization and time management required, with ability to multi-task.
Ability to be an effective and positive ambassador for the agency.
Competency of standard office procedures and equipment.
Ability to navigate Microsoft Office applications, including Microsoft 365, Excel, Word, Teams and outlook.
Demonstrated ability to work harmoniously with people from varied cultural, socioeconomic, educational, and experiential backgrounds.

COMPENSATION AND BENEFITS:

Starting pay wage range between $19.99-$22.06 per hour (DOE)

Benefits Include:

Medical & Dental Insurance including Rx and Vision
Life Insurance and AD&D coverage
401(k) Retirement Plan (3.5% Employer Match)
Paid Sick and Vacation Leave
12 Holidays per year
Health club discount

(Community Action reserves right to modify, amend, or terminate any benefit at any time for any reason.)

Community Action of Skagit County is an Equal Opportunity Employer.

Should you require accommodation in the application process, please contact our HR Department.

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