Customer Service Representative - Call Center (ON-CALL)

Job description

Company Description We are seeking compassionate and dependable Call Center Agents to support the Inclement Weather Program (IWP). Agents will be responsible for answering incoming calls routed through an automated IVR system, aiding individuals seeking shelter in unincorporated areas of San Diego County during weather-related emergencies. This is an ON-CALL position based in San Diego, CA active only during IWP activation periods (due to severe weather). Job Description: - Answer incoming calls routed through the IWP phone system - Assist eligible callers seeking emergency shelter in unincorporated areas - Collect and verify basic client information (e.g., ZIP code, location, needs) - Provide accurate and timely referrals to appropriate shelters or services - De-escalate emotionally distressed callers with empathy and professionalism - Log call details and outcomes accurately in the system - Follow IWP guidelines and escalation protocols for complex cases - Communicate effectively with the IWP coordination team and shelter staff - Ability to handle calls in English or Spanish, bilingual preferred Qualifications: - High school diploma or equivalent required - Previous customer serv...