Customer Support

We are looking for a compassionate and detail-oriented Customer Support team member to assist individuals and families seeking support services. This Long-term Contract position focuses on guiding applicants through intake, eligibility review, and service coordination while delivering respectful, responsive assistance in a high-volume environment. The ideal candidate brings strong customer service skills, sound judgment, and the ability to handle sensitive information with care while helping connect households to programs that support greater stability.

Responsibilities:

• Conduct intake conversations with applicants and gather the information needed to evaluate requests.
• Review financial, household, and utility documentation to confirm eligibility and complete application assessments in line with program guidelines.
• Prepare and process assistance requests, payments, vouchers, or pledges accurately so clients receive timely support.
• Communicate with utility companies, landlords, and community organizations to help resolve urgent service-related needs and coordinate available aid.
• Track open cases, follow up on missing items, and update records to maintain accurate documentation and reduce processing delays.
• Explain application outcomes, required documents, and next steps in clear language that helps clients understand the process.
• Identify additional household needs and connect clients with relevant internal services or external community resources for broader support.
• Work closely with program staff and partner agencies to encourage coordinated service delivery and effective referrals.
• Provide empathetic, culturally aware, and detail-oriented service during every interaction while protecting confidentiality and treating clients with respect.
• Experience in customer support, client services, social services intake, or a related service-focused role.
• Ability to review documents carefully, apply eligibility criteria, and maintain a high level of accuracy in case processing.
• Strong verbal and written communication skills with the ability to explain procedures and decisions clearly to diverse audiences.
• Proficiency with Microsoft Excel and general computer systems used for tracking applications and maintaining records.
• Knowledge of affordable housing, multifamily housing, fair housing, or community assistance programs is preferred.
• Ability to manage competing priorities in a fast-paced setting while meeting deadlines and responding promptly to follow-up needs.
• Demonstrated professionalism, discretion, and commitment to handling confidential client information appropriately.