Customer Care Specialist

Customer Care SpecialistTeam: Customer CareReports To: CJHours: 40 hours per weekCompensation: Starting pay $21-23/hr depending on experienceBenefits: 100% of insurance premiums covered for you for medical, dental, life, and vision, and 60% of medical premiums covered for your dependents to ensure you and your family have quality careFLSA Status: Non-ExemptPosition Type: Full timeWork Location: Moses Lake, WAThe 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 HopeSource, or to refer to the network of providers in HopeSource service areas. Techniques include problem solving, risk assessment, planning, and support for timely resolution.Answer centralized phone system and transfer calls to internal partnersAssist customers, via phone, walk-in, or customer portal, and direct to appropriate resources, recording transactions in the Customer Care portalCheck 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 mannerUtilize compassionate yet practical problem-solving conversations to identify the customer's strengths and resources to effectively tailor services for each individual's needsConduct Risk Assessments and make internal referralsWork with homeless households to identify strategies for doubling up, re-establishing lease terms with a recent landlord, or find other permanent housing optionsProvide direct advocacy with landlords, family, and friends to mediate or resolve issues that would prevent a housing optionConduct initial eligibility screenings for internal programs. Communicate/Coordinate with appropriate HopeSource staff to hand off referred clientPerform initial assessments that include health and safety risks that determine the viability of various diversion strategies, prioritizing households in compliance program requirementsProvide comprehensive referrals for all service areas, ensuring up to date knowledge of resourcesSchedule follow-ups for queue and continued problem solvingMaintain and populate master list weekly to coordinate with outreach teamsAttend all program staffing meetingsProvide emergency services as needed and document in ApricotMaintain client resources in local office ie. client room/lobby upkeep, client handbook stock, resource list maintenance, brochure stockComplete Good Received Notices for items received at the front deskComplete Cash Receipts and associated processes for donations received at local siteMay be required to travel between offices on occasion to provide servicesSome locations may require creating an outreach calendarMinimum RequirementsRequired 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 outcomesPreferred: 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/SpanishMonday - Friday 8am - 5pm 40 Hour Work Week