{"id":1634983,"url":"https://alion.io/job/hopesource-customer-care-specialist","title":"Customer Care Specialist","company":{"id":1810152,"name":"HopeSource","domain":"hopesource.us","url":"https://alion.io/company/hopesource","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ellensburg, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":21,"max":23,"currency":"USD","period":"hour","gross":null,"usd_annual":46000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-08T18:26:00Z","employer_posted_date":"2026-07-08","last_verified_at":"2026-10-24T01:57:25Z","board_verified":true,"closed_at":null,"days_open":107,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":106},"description":"Job Title: Customer Care Specialist\nTeam: Customer Care\nReports To: CJ\nHours: 40 hours per week\nCompensation: Starting pay $21-23/hr depending on experience\nBenefits: 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 care,\nFLSA Status: Non-Exempt\nPosition Type: Full time\nWork Location: Moses Lake, WA\nThe 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.\nKey Responsibilities:\nAnswer centralized phone system and transfer calls to internal partners\nAssist customers via phone, walk-in, or customer portal, and direct to appropriate resources, recording transactions in the Customer Care portal\nCheck 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 manner\nUtilize compassionate yet practical problem-solving conversations to identify the customer's strengths and resources to effectively tailor services for each individual's needs\nConduct Risk Assessments and make internal referrals\nWork with homeless households to identify strategies for doubling up, re-establishing lease terms with a recent landlord, or find other permanent housing options\nProvide direct advocacy with landlords, family, and friends to mediate or resolve issues that would prevent a housing option\nConduct initial eligibility screenings for internal programs. Communicate/Coordinate with appropriate HopeSource staff to hand off referred client\nPerform initial assessments that include health and safety risks that determine the viability of various diversion strategies, prioritizing households in compliance program requirements\nProvide comprehensive referrals for all service areas, ensuring up to date knowledge of resources\nSchedule follow-ups for queue and continued problem solving\nMaintain and populate master list weekly to coordinate with outreach teams\nAttend all program staffing meetings\nProvide emergency services as needed and document in Apricot\nMaintain client resources in local office ie. client room/lobby upkeep, client handbook stock, resource list maintenance, brochure stock\nComplete Good Received Notices for items received at the front desk\nComplete Cash Receipts and associated processes for donations received at local site\nMay be required to travel between offices on occasion to provide services\nSome locations may require creating an outreach calendar.\nRequired skills:\nExperience in providing direct client services with individuals and/or families in crisis.\nExcellent Customer Service and Communication Skills\nExhibits proficiency in effective time management and meeting deadlines\nComfortable with a wide variety of computer hardware and software\nSkilled in prioritization techniques\nFlexible and comfortable with frequent interruptions and change\nDemonstrates exceptional active listening skills\nDemonstrates a collaborative and solution finding attitude\nExhibits extreme ownership over project outcomes\nPreferred:\nBachelor’s degree in a field directly related to families, case management or to the delivery of client services or equivalent experience\nProven ability to network with other organizations and service groups\nBi-lingual English/Spanish\nMonday - Friday 8am - 5pm\n40 Hour Work Week","description_format":"text","description_chars":3764,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T21:34:31Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.237,"p_room":0.28,"age_days":106,"expected_fill_days":23,"reasons":["conf:7","win:tail","crowd:"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":46000,"is_top_pay":false},"html_url":"https://alion.io/job/hopesource-customer-care-specialist","json_url":"https://alion.io/job/hopesource-customer-care-specialist.json","meta":{"generated_at":"2026-10-24T05:05:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7182,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1810152},"rest":"https://alion.io/mcp/rest/get_company?id=1810152"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhopesource-customer-care-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhopesource-customer-care-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhopesource-customer-care-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hopesource-customer-care-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhopesource-customer-care-specialist"}]}