Customer Service Representative

Why work with YWCA Seattle King Snohomish?

 

YWCA SKS is the region's largest non-profit organization with a 120+ year legacy, focused on the needs of women, with programs serving 7,000 people each year. When you work with YWCA, you make a difference.

 

We're women and BIPOC-led, family-centered, and supportive of employees. As a full-time YWCA employee (30+ hours), you'll enjoy a benefits package including medical insurance, generous vacation, holiday, sick leave plans, and an outstanding retirement plan. Put your passion for racial equity and social justice to work - apply today!

The Customer Services Representative provides Customer Service, front desk reception, career development assistance, program information and referrals (both in person and over the phone), appointment scheduling, and maintenance of the job bank and resource areas for WorkSource Affiliate Downtown Seattle. This position also provides support for the Lead Customer Service Representative. The primary duties of this position are to provide accurate and timely information on WorkSource and YWCA services, support WorkSource and YWCA clients and interns, and provide administrative support for YWCA and WorkSource partner staff.

Expectations of your role:

• Program Information, Referral, and Triage
• Answers department phones and provides appropriate triage to staff and programs.
• Welcomes and receives public, YWCA, and partner clients and provide program and service information.
• Refers clients and job seekers to appropriate WorkSource and Learning Center programs and staff
• Updates program and event brochures, flyers, and staff contact lists
• Assist job seekers, customers, staff, partners and interns as needed
• Job Bank and Training Room Coordination
• Processes and maintains daily job announcements.
• Assists in cleaning and prepping the WorkSource job bank and common areas
• Assists general public with basic computer questions and other job bank needs.
• Updates and maintains job bank bulletin boards and other public information on a daily basis
• Serves as resource person for classes or presentations.
• Maintains supplies for job bank and training room
• Prepares training room for meetings and classes according to special instructions.
• Updates supplies and program handouts.
• Signs clients in and out for trainings
• Monitors facility use by general public and enforces facility use policies
• Staff and Partner Support
• Performs photocopying and faxing.
• Distributes mail, faxes, notices, memos, and announcements.
• Assists staff with appointment scheduling.
• Assists employer partners with event coordination and flow.
• Works with WorkSource Manager and WorkSource Operations Team on data collection and reporting
• Collaborates with staff and WorkSource Manager on employer-of-the-day and hiring events, including job fairs.
• Show demonstrated ability to interact with people of different cultures.
• Other Duties
• Actively engages in agency-wide Race and Social Justice Initiative (RSJI) and works to ensure racially equitable access to WorkSource services.
• Takes responsibility for creating and maintaining a safe and welcoming community, by ensuring that people of color, trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions are made to feel welcome and included.
• Continues to search for understanding of racial, gender and class equity.
• Collaborates with YWCA Safety Committee to ensure safety standards and protocols.
• Other duties as assigned.

Must have's to be successful:

• One year experience providing Customer Service and/or office administration support required.
• Experience using Microsoft Windows, Word, Excel, and Outlook desired.
• Experience using the Internet for job search desired.
• Sensitivity to the needs of clients who are impacted by homelessness, poverty, structural racism, limited English proficiency, domestic violence, substance abuse, or other barriers to employment.
• Commitment to diversity and ability to work well with diverse family styles and multi-racial and multi-ethnic populations.
• Working well as part of a team, with a positive Customer Service orientation
• Maintaining a calm, caring, and professional demeanor in working with the clients, staff, the public, and guests
• Creativity in problem-solving, decision making and negotiating solutions and agreements.
• Organizing and prioritizing workload and managing workload to meet deadlines
• Performing multiple tasks simultaneously.
• Ability to learn and operate office equipment.

Hours, Rate, and Benefits

• Hourly Rate: $22.00
• Hours: 20
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday, and sick leave plans
• At the time of hire, employees may enroll voluntarily in the Fidelity 403b Plan
• After two years of employment, employees are eligible to participate in the YWCA Retirement Fund

Physical Requirements

• Continuously uses speech and hearing abilities in exchanging information with clients, agency staff, employers, representatives of community organizations and other individuals in the community.
• Frequently sits for extended periods while performing desktop activities
• Frequently stands and walks in performing duties in the office.
• Repetitively uses hands and wrists, fingering, handling, grasping, and reaching in using telephones, computers, fax machines and other office equipment and supplies
• Frequently bends in obtaining files in drawers.
• Occasionally pushes and pulls up to ten pounds.

#LI-Onsite

At YWCA, we recognize that lived expertise is a powerful asset. This refers to the insights, knowledge, and skills developed by those who have navigated systems and experienced inequity.

Valuing lived expertise helps build trust with program participants, develop culturally responsive programs, and break down barriers to equity. It enriches our collective understanding and enhances our ability to serve communities that are furthest from opportunity.

All new hires must be vaccinated in accordance with CDC guidelines before their first day of employment.

All employees of the YWCA interact with clients who have experienced or are experiencing trauma in various forms, including but not limited to, racial trauma, domestic violence, sexual violence, homelessness, unemployment, and financial hardship. As a result, employees are at risk of secondary trauma. We encourage employees to seek support inside and outside the workplace and maintain self-care routines.

YWCA Seattle King Snohomish is an Equal Opportunity Employer.  To read more about this, view the  EEO is the Law Poster and this  EEO is the Law Poster Supplement.

Contact us at careers@ywcaworks.org with any questions or if you need accommodation for your application.