Customer Service Specialist – Full Time Evening Shift-3:00PM – 11:00PM

Job Title: Customer Service Specialist – Full Time Evening Shift-3:00PM – 11:00PM

Department: Client Services

Program: Espero Rutland

Reports To: Espero Rutland Program Manager

FLSA Status: Non-Exempt -Full Time

COVID-19 Vaccine Required but subject to recognized exemptions

Position Summary

The Customer Service Specialist is responsible for providing a safe and supportive environment within adult supportive housing. Our housing program serves individuals with lived experiences of homelessness. The CSS provides the following services to customers, clients, and staff: information and referral, identifies client needs, helps to de-escalate situations involving dissatisfied customers, and clients and is the main point of contact for the agency. The CSS interacts with diverse populations to help support the agency mission of ending homelessness in Greater Austin. The Customer Services Coordinator and Program Manager at Espero Rutland select the Customer Services Specialist.

Evening hours: 3:00PM- 11:00PM

Essential Duties & Responsibilities (inclusive but not exhaustive):

Referral

• Provides resource and referral information to clients, callers and in-person visitors, as needed.
  
  
  

Reception

• Arrive promptly at scheduled work times and maintain consistent attendance throughout the workday.
• Always receives incoming calls in a courteous and professional manner in accordance with policy. Provides accurate and satisfactory answers to callers.
• Records daily metrics on number of calls, types of calls, number of visitors, and reasons for visits.
• Collaborates with the manager to improve customer services.
• Maintains professional boundaries with Espero residents and program colleagues in keeping with Caritas policies and procedures.
• Greets all visitors/clients in a courteous and professional manner. Refers visitors/clients to appropriate staff member or provides information as needed.
• Keeps the reception area neat and orderly.
• Ensure that all people entering the building are properly signed in.
  
  
  

Client Services

• Provide Person-Centered Customer Service and coordinated support to clients/residents, guests, staff, and all other community stakeholders.
• Answer resident/client and guest questions in person and over the phone.
• Respond to clients who experience complex challenges impacting stability, health, and safety.
• Assess and deescalate conflict with clients in a manner that ensures safety for the individual as well as the community.
• Devote the time and energy required to ensure that all clients are engaged and that all encounters with clients are positive, professional, and reinforce the key missions of the program as well as the agency.
  
  
  

Organizational Support Functions

• Maintains confidentiality regarding all client/visitor information.
• Participates in staff meetings and/or training.
• Assists Manager in contacting vendors and escorting them to the appropriate area of the building.
• Assists in managing phone lists and mailboxes.
• Handles other duties as assigned.
  
  
  

Other Duties

• Develops and improves plans for professional development.
• Treats staff, clients, volunteers, and the general public with courtesy and respect.
• Provide back-up support to other programs in the department.
• Prepare documentation such as incident reports and shift reports daily
  
  
  

Qualifications:

Education

Required: High school diploma or GED.

Experience

Required: Minimum of 2 years of professional related experience.

Highly Preferred: Experience working in community housing.

Other Requirements:

• Preferred: Bilingual English/Spanish
• Technology literate, including Microsoft Office Suite and industry computer applications.
• Strong interpersonal and communication skills, with the ability to interact effectively with individuals from diverse backgrounds. Must have reliable transportation
• Proficient in computer skills, including Microsoft Office applications.
  
  
  

Salary/Benefits:

• Base Salary Range: $35,644-$45,232.
• The salary offered will follow Caritas of Austin salary guideline based on candidate’s education and experience.
• Employer paid health, dental, vision, life, short-term disability, and long-term disability insurance for employees.
• 14 Paid Holidays per year.
• 20 days of accrued PTO in year one with increases up to 31 days per year.
• Retirement plan with employer match.
• Discounted Rates on Gold’s Gym and Legal Shield memberships.
• Mileage Reimbursement.
• Monthly Phone Stipend.
• Monthly Paid Parking for employees who office from Downtown Location.
  
  

Caritas of Austin is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.