Client Support Specialist
About the Role
YWCA Seattle King Snohomish is seeking committed, available, and skilled problem solvers to join our team as Resident Support Specialists (officially titled Resident, Guest, and Client Support Specialists). This role provides high-quality, culturally responsive customer service to residents, clients, guests, staff, volunteers, donors, and community members in a diverse and busy environment. The position also acts as a first responder to onsite emergency situations at the YWCA Seneca and Opportunity Place buildings.
Responsibilities
- Customer Service:
- Greet residents, guests, and clients with a positive and professional attitude.
- Answer questions about YWCA programs and provide referrals to internal and external resources.
- Handle incoming calls, direct them to appropriate departments, and take messages.
- Maintain a calm, caring, and professional demeanor, especially during stressful situations.
- Ensure confidentiality, discretion, and professionalism in all interactions.
- Security and Safety Monitoring:
- Monitor security cameras and ensure they are operational throughout the shift.
- Secure the front lobby area and follow site protocols for access.
- Monitor lobby activity and enforce policies regarding building and resident safety.
- Maintain a clean, sanitized, and clutter-free front desk lobby.
- Manage administrative records for residents and visitors.
- De-escalate conflicts or crises in the lobby area and direct individuals to appropriate staff.
- Emergency Response:
- Understand and use the Emergency E-Book Troubleshoot Manual.
- Provide timely and accurate communication during crises.
- Maintain knowledge of fire, safety, and disaster plans.
- Provide clear direction and access to emergency first responders when necessary.
- Administrative Duties:
- Complete accurate written correspondences and maintain logs.
- Assist in maintaining required supplies and forms.
- Sort and distribute staff and client mail.
- Follow all policies and procedures in the RGC Support Specialist policy manual.
Requirements
- Ability to work with the public, residents, and people in crisis.
- Minimum 1 year of experience working in a social service setting preferred.
- Experience working in a housing/apartment/residential building in a major city similar to Seattle preferred.
- 3 years of experience in a customer service-facing role.
- Demonstrated reliability with attendance and punctuality.
- Experience with event logs and/or case notes.
- Strong written communication skills (paper, email, online) with proper spelling and grammar.
- Knowledge of social services and resources in the Seattle & King County area.
- Basic computer literacy (Outlook, Microsoft Word, SharePoint).
- Completed De-Escalation Training on an annual basis.
- Valid CPR and First Aid Certification (must be obtained within 6 months of employment).
Qualifications
- Ability to maintain confidentiality and professionalism.
- Strong interpersonal skills and a positive attitude.
- Patience and a professional appearance.
- Ability to work in a fast-paced, diverse environment.
Pay
Hourly Range: $26.50 per hour. Additional shift differential of $2.00 per hour for selected swing shift hours and $4.00 per hour for selected overnight hours.
Schedule
On-call position, working on an "as needed" basis. Resident activity can be heavy until midnight or 1am, requiring monitoring and security focus during these hours.
Benefits
For full-time employees (30+ hours), benefits include medical insurance, generous vacation, holiday, and sick leave plans, and an outstanding retirement plan. For more information, visit YWCA Careers & Benefits Information.
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
- Continuous use of speech, hearing, and sight abilities.
- Repetitive use of hands and wrists for computer and office equipment.
- Continuous sitting and occasional standing/walking.
- Frequent lifting and carrying of up to 5 lbs.
- Ability to move about the facility quickly in emergent situations.
* Continuously over 80% time; Frequently 20-80% time; and occasionally under 20% time
YWCA encourages applicants with a variety of experiences to apply. We value lived expertise and recognize it as a powerful asset in building trust, developing culturally responsive programs, and breaking down barriers to equity.
Mental Health Considerations: All employees interact with clients who have experienced trauma, and we encourage self-care and support for secondary trauma.
YWCA Seattle King Snohomish is an Equal Opportunity Employer. For questions or accommodation requests, contact careers@ywcaworks.org.