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

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Customer Support Representative
Job Code:21-05007
Reports to:King County Regional Director of Finance and Data
Position Status:Regular Full Time
Home Site:Phillis Wheatley Branch
Location:2820 E. Cherry Seattle, WA 98122
  
Summary:

The Customer Support Representative is based out of the Phillis Wheatley building in the Central District and is responsible for overall office functions that include: clerical, bookkeeping, record-keeping, network administration and reception.  The CSR will greet all incoming guests and provide a warm and welcoming atmosphere to any person needing assistance at the YWCA. This position provides general administrative support to the Chief Program Officer, Regional Directors, Program Directors, Program Coordinators, and Case Managers.

This position centers the YWCA’s mission of eliminating racism and empowering women through knowing the intersectional core principles of race, gender and class equity and grounding those principles in everyday work. All required job skills and core values center those furthest from opportunity, as determined by the YWCA’s Race and Social Justice Workplans. As an equal opportunity employer, we highly encourage people of color to apply.


Responsibilities:

King County SIS Division, Phillis Wheatley (PW) and Alvirita Little (AL) Site Support

  • Responsible for division-wide communications and emails
  • Maintains emergency contact lists for the division by site
  • Coordinates interoffice mail between sites (as necessary)
  • Participates on the YWCA Safety Committee representing Phillis Wheatley and Alvirita Little
  • Coordinates division-wide events (All Staff Meetings; holiday events)
  • Develop and maintain positive working relationships with YWCA staff throughout the agency
  • Responsible for guiding tours through Phillis Wheatley and Alvirita Little
  • Coordination of staff coverage with supervisor, for evening and weekend events taking place at Alvirita Little or in the Bertha Pitts Campbell/downstairs space of Phillis Wheatley

 Phillis Wheatley Office Manager

Technology

  • Performs copying, faxing, Adobe Docusign duties; includes working closely with IT and contractors for maintenance of technology equipment (includes phone system)
  • Composes routine correspondence using Microsoft Word
  • Maintains filing systems and performs record-keeping duties. This will include the use of Excel and other SharePoint programs.
  • Enters program statistics into computer data base systems

Finance

  • Responsible for collection and forwarding of all revenue, tracking and deposits coordination with central Business Office and SIS Division fiscal departments

Other Front Desk Duties

  • Processes incoming and outgoing mail, this includes mail for shelter program participants
  •  Provides resources, information and referrals for clients or the general public via walk ins or phone calls
  • Delivers and picks-up interoffice mail and checks from other YWCA sites
  • Manage waste removal and janitorial services on-site
  • Ensures that the general areas are kept clean or clutter free, removing any debris during business hours
  • Maintains PW and AL conference room reservation. This includes coordination, booking and maintenance of room reservations and rentals
  • Maintains and sets up technical equipment for PW and AL conference rooms
  • Creating and writing documents to share routine correspondence like policies, practices and funder requirements in email, letter or posting format
  • Tracks receiving donations and assists the Foodbank Coordinator when needed
  • Actively engages in agency-wide Race and Social Justice Initiative (RSJI), and strives for racially equitable outcomes; takes responsibility for creating and maintaining a safe and welcoming community by making room for people of color, trans and gender-non-conforming folks, and other populations who routinely encounter systemic oppressions 
  • Adhere to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring 
  • Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in the agency’s Emergency Preparedness program and activities 
  • This position description generally describes the principle functions of the position, the level of knowledge and skills typically required and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned

Qualifications & Core Competencies:
  • High School Diploma or equivalent
  • Post High School level course work in Office Administration required
  • Minimum of two to five years of progressively responsible office experience
  • High level knowledge of Word, Excel, SharePoint, Adobe Docusign.
  • Demonstrated knowledge and skills of basic computer competencies such as emailing, calendaring, entry-level data entry and familiarity with Microsoft Office products 
  • Proficient writing skills required for routine correspondence
  • Experience working with a computer network (LAN) desired
  • Attention to detail and strong organizational, writing and record keeping skills
  • Able to apply race, gender equity knowledge to YWCA Annual Evaluation
  • Ability to work with public, clients and staff from diverse cultural and economic backgrounds
  • Commitment to working with homeless families and the ability to communicate effectively and in a caring way with any persons who are in crisis
  • Experience working with communities of color and people from different cultures than your own.
  • Demonstrated understanding of the intersection of racism and poverty
  • Ability to maintain confidentiality
  • Ability to travel when needed to other YWCA locations
  • Must be able to work independently as well as in a team environment

Core Competencies

Collaboration
Definition: Develops cooperation and teamwork while participating in a group and/or with Team Members, working toward solutions which generally benefit all involved parties. Behavioral Indicators: Demonstrates respect for the opinions of others. Identifies and pushes for solutions in which all parties can benefit. Helps and supports fellow employees in their work to contribute to overall Company success. Keeps people informed and up-to-date. Shares information and own expertise with others to enable them to accomplish group goals.

Discernment/Judgment
Definition: Makes decisions collaboratively, authoritatively and wisely, after adequately contemplating various available courses of action. Behavioral Indicators: Considers alternative available actions, resources, and constraints before selecting a method for accomplishing a task or project. Refrains from "jumping to conclusions" based on no, or minimal, evidence; takes time to collect facts before decision-making. Considers cost and efficiency when making decisions establishing or changing work procedures. Considers the long-term as well as immediate short-term outcomes and actions. Appropriately balances needs and desires with available resources and constraints. Recognizes when to escalate appropriate or specific situations to the next higher level of expertise.

Ethics and Integrity
Definition:  Degree of trustworthiness and ethical behavior of an individual with consideration for the knowledge one has of the impact and consequences when making a decision or taking action. Behavioral indicators: Treats others fairly and with respect. Takes responsibility for own work, including problems and issues. Uses applicable professional standards and established procedures and policies when taking action and making decisions. Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them. Anticipates and prevents breaches in confidentiality and/or security

Fostering Diversity 
Definition:  Promoting equal and fair treatment and opportunity for all. Behavioral indicators: Seeks information from others who have different personalities, backgrounds, and styles. Includes them in decision-making and problem solving. Communicates and cooperates with others who have a diversity of cultural and demographic backgrounds. Makes it easy for others to feel valuable. Includes in conversations people with diverse backgrounds, and invites them to be part of informal work-related activities. Helps recruit and orient employees with a diverse cultural and demographic background

Planning and Organizing
Definition: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity. Behavioral Indicators :Develops or uses systems to organize and keep track of information (e.g., "to-do" lists, appointment calendars, follow-up file systems). Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved. Keeps track of activities completed and yet to do, to accomplish stated objectives. Keeps clear, detailed records of activities related to accomplishing stated objectives. Knows status of one's own work at all time

Problem Solving
Definition:  Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary. Behavioral Indicators: Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them. Identifies the information needed to solve a problem effectively. Presents problem analysis and recommended solution to others rather than just identifying or describing the problem itself. Acknowledges when one doesn't know something and takes steps to find out

*Social Justice Advocacy
Definition-need to make a concerted effort at examining how environmental factors serve as barriers to clients. Behavioral Indicators: Leaders who challenge the status quo. Use of data to increase access and address equity for all clients, and provide services in communities. Knowledge about the potential impacts of systemic forces, including oppression, on the presenting YWCA services issues of clients. Consultation with local community groups to direct strategic planning about YWCA services. Increasing access to services and the availability of culturally appropriate resources.

Technical Expertise
Definition: Applies knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively. Behavioral Indicators: Understands technical aspects of one's job and continuously builds knowledge, keeping up-to-date on the technical or procedural aspects of the job. Makes oneself available to others to help solve technical or procedural problems or issues. Thinks of ways to apply new developments to improve organizational performance or customer service. Applies technical/procedural knowledge to correctly address a situation in a timely manner. Recognizes trends in theory and practice of one's own technical area and effectively prepares for anticipated changes.

Management
Definition: Establishing course of action for self and others to ensure that work is completed efficiently. Behavioral Indicators:  Creates a positive and productive work environment.  Model proper behavior and promotes inclusive practices.  Creates a sense of shared responsibility and fiduciary requirements.  Aligns individual, team projects and process goals and objectives with the overall strategy and direction of the organization

 

Physical Demands:

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In performing this position, the employee: 

  • All positions at YWCA Seattle | King | Snohomish are exposed to clients who have experienced or are experiencing trauma in various forms including but not limited to: domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc. As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients
  • Constant use of speech, hearing, and sight abilities in performing job duties 
  • Constant repetitive use of hands and wrists and frequent fingering, handling, grasping, and reaching in using computers, telephones, fax machines and other office equipment and supplies 
  • Constant sitting often for extended periods while performing desktop activities 
  • Frequent lifting and carrying of up to 5 lbs. of paperwork and files 
  • Frequently bends and stoops while obtaining files in lower drawers 
  • Occasionally standing in performing duties 

*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20% 


Hours, Rate & Benefits:
• Hourly rate: DOE.
• Regular full time, 40 hours a week
• FLSA Classification: Non-Exempt.
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday and sick leave plans
• At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.