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

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

Work Location: 78758

Essential Duties & Responsibilities (inclusive but not exhaustive):

Referral

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

Reception

• Provides a friendly, supportive presence and connection for tenants, visitors, and service personnel while at the same time monitoring the building for problems and any safety concerns.
• Observes all incoming and outgoing building traffic.
• Enforces visitor and guest sign-in-sign out process.
• Checks identification and/or tenant/staff badges of all people entering the building. Copies and files identification of all visitors.
• Maintains files on ‘regular’ visitors.
• Creates a welcoming, friendly but observant and professional tone in entrance areas.
• Participates in fire and evacuation training, planning, and operations.
• Assist any resident or visitor that may need physical help.
• Responds to emergencies and call for assistance from emergency first responders when necessary.
• Completes incident reports for any problem that arises.
• Provides first alert communication to supportive services and property management of any unusual tenant behaviors observed.
• Alerts security of issues or concerns.
  
  
  

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 de-escalate 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 and 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: $37,030 - $46,841.
• 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.