Client Support Specialist

YWCA Seattle | King | Snohomish; Seattle (WA); On-site; USD 30,117 - 42,895; Part time

Benefits offered by this job

Medical insurance

Generous vacation and holiday leave

Outstanding retirement plan

Job summary

A prominent non-profit organization in Seattle is looking for a Resident Support Specialist to provide exceptional customer service to residents and guests, respond to emergencies, and maintain safety in a busy environment. The role requires strong interpersonal skills, experience in social services or customer-facing roles, and an understanding of community resources. Benefits include a competitive hourly wage, as well as medical insurance and retirement plans.

Qualifications

• Minimum 1 year of experience in a social service setting preferred.
• Experience in a housing or residential environment preferred.
• Three years in a customer service role.

Responsibilities

• Provide high-quality customer service to residents, clients, and guests.
• Monitor and secure the lobby area.
• Respond to emergency situations and maintain safety.

Skills

Customer Service

Crisis Management

Interpersonal Skills

Communication

Security Awareness

Tools

Microsoft Outlook

Microsoft Word

Job description

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!

What You’ll Do

YWCA is looking for committed, available, and skilled problem solvers to join our team. Resident Support Specialists (officially titled Resident, Guest, and Client Support Specialists) provide high‑quality, culturally responsive, and consistent in‑person and phone customer service to all residents, clients, guests, staff, volunteers, donors, and community members in a diverse and fast‑paced environment. Service includes providing initial referrals to YWCA programs and community resources as needed. This position also acts as a first responder to onsite emergency situations at the YWCA Seneca and Opportunity Place buildings.

The Specialist supports a lobby area with resident activity. Effective communication and safety awareness are essential. Staff must maintain a lobby that is free of unnecessary distractions, welcoming, and security focused. As the first YWCA person guests and clients meet, interpersonal skills, positivity, patience, and a professional appearance are extremely important. Resident activity can continue until midnight or 1 AM, so keeping the building secure and monitoring lobby activity is essential.

Expectations of your role

• Customer Service: Greet residents, guests and clients, answer questions about YWCA programs with a positive and professional attitude.
• Maintain knowledge of YWCA resident resources, services, and staff and make appropriate inter‑agency referrals.
• Answer all incoming calls: direct them to appropriate departments, take messages, and answer inquiries regarding all resources and services offered by the YWCA.
• Maintain calm, caring and professional demeanor at all times, especially during stressful situations.
• Communicate effectively in a diverse environment: maintain confidentiality, discretion and professionalism and maintain proper client/staff relationship boundaries.
• Incorporate YWCA’s Social Justice Initiative by recognizing how racism, sexism, classism, and other oppressions are embedded in institutions.
• Treat all guests, residents, staff, clients and volunteers with respect and dignity regardless of race, ethnicity, gender or socioeconomic status.
• Security and Safety Monitoring: Ensure security cameras are operable and working throughout shift.
• Secure the front lobby area by ensuring proper security of entrances and following all site protocols related to access.
• Monitor activity in the lobby area and on cameras throughout the building and enforce policies regarding building and resident safety.
• Ensure the front desk lobby is cleaned, sanitized and free from unnecessary clutter or food.
• Manage all required administrative records for residents and visitors.
• Maintain confidentiality of all residents and clients by not disclosing information without supervisor approval.
• De‑escalate conflicts or crises in the lobby area between residents and community members and direct them to appropriate staff.
• Emergency Response: Understand and use the Emergency E‑Book Troubleshoot Manual; carry out appropriate and vital communications in a timely manner; respond to crisis by providing concise and accurate information; maintain working knowledge of fire, safety and disaster plans related to emergency situations; provide clear direction and access to emergency first responders when applicable; follow emergency response guidelines, policies, and procedures.
• Administrative Duties: Complete accurate, legible, and coherent written correspondences; record all pertinent information in logbook; email case managers, apartment managers, directors, or others as needed; assist in maintaining required supplies and forms; sort and accurately distribute staff and client mail; understand and follow all policies in the RGC Support Specialist policy manual and other YWCA policies and procedures.

Must have's to be successful

• 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 is preferred.
• Experience working as a security guard.
• Three years in a customer service facing role.
• Demonstrated reliability with attendance and punctuality.
• Demonstrated experience with event logs and/or case notes.
• Written communication (paper, email, online) that is organized and legible with proper spelling and grammatical content.
• Knowledgeable of social services & resources in Seattle & King County area.
• Basic computer literacy with ability to use Outlook, Microsoft Word, and SharePoint.
• Completed De‑Escalation Training on an annual basis.
• Valid CPR and First Aid Certification. Obtained within 6 months of employment.

Hours, Rate, and Benefits

• Hourly Range: $26.50 per hour. There is an additional shift differential of $2.00 per hour for selected swing shift hours and $4.00 per hour for selected overnight hours.
• Hours: As an on‑call position, you will be contacted to work on an as needed basis.
• For information about our benefits, please 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 in performing job duties.
• Continuously repetitive use of hands and wrists and frequent fingering, handling, grasping and reaching in using computers, telephones, fax machines and other office equipment.
• Continuously sitting, often for extended periods while performing desktop activities.
• Continuously walking to other departments and occasional standing in performing duties.
• Frequent lifting and carrying of up to 5 lbs of paperwork and files.
• Frequently bends and stoops while obtaining files in lower drawers.
• Ability to frequently move about the facility using the stairs and in emergent situations able to move about the facility quickly following emergency protocols.

Mental Health Considerations

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.

Equal Opportunity Employment

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

Contact

Contact us at [e-mail] with any questions or if you need accommodation for your application.