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 Service Representative
Job Code:21-10005
Reports to:Worksource Program Manager
Position Status:Regular Part Time
Home Site:Opportunity Place
Location:2024 3rd Avenue, Seattle, WA 98121
  
Summary:

The Customer Service 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.

 

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principles of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply. 

 

In accordance with COVID-19 safety practices, YWCA has a COVID-19 Vaccination Policy, and all new hires need to be fully vaccinated prior to their first day of employment.  YWCA considers a new hire “fully vaccinated” when at least two weeks have passed after the date the employee received: 
 

  • A second dose in a two-dose vaccine series, such as the Pfizer or Moderna vaccines; or   

  • A single-dose vaccine, such as the Janssen (Johnson & Johnson) vaccine. 



Responsibilities:

Program Information, Referral, and Triage

  • Answers department phones and provides appropriate triage to staff and programs
  • Welcomes and receives general public and YWCA and partner clients and provides them with program and service information
  • Refers clients and job seekers to appropriate WorkSource and Learning Center programs and staff
  • Updates program and event brochures and flyers
  • Updates staff contact lists
  • Assist job seekers, customers, staff, partners and interns as needed
Additional Responsibilities

  • 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:
  • 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
  • Oral and interpersonal skills
  • 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
  • Accuracy and attention to detail
  • Ability to learn and operate office equipment
  • Experience working with communities of color and people from different cultures than your own
  • Demonstrated commitment to anti-racist principles
  • Demonstrated understanding of the intersection of racism and poverty
  • Demonstrated knowledge and skills of basic computer competencies such as emailing, calendaring, entry-level data entry and familiarity with Microsoft Office products
  • Core Competencies Expected: Fostering Diversity, Race & Social Justice Advocacy, Problem Solving, Professionalism, Collaboration, Planning & Organizing

 


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: 

  • Frequently sits for extended periods while performing desktop activities
  • Repetitively uses hands and wrists, fingering, handling, grasping, and reaching in using telephones, computers, fax machines and other office equipment and supplies
  • 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 stands and walks in performing duties in the office
  • Frequently bends in obtaining files in drawers
  • Occasionally pushes and pulls up to ten pounds
  • 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 
*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20% 

Hours, Rate & Benefits:
• Hourly Rate: $16.69 to DOE
• Hours per week: Regular Part Time, Hours Per Week: 20
• Occasionally involves more hours of work
• Fair Labor Standards Act (FLSA) Classification: Non-exempt.
• 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.



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