Customer Service Representative - Call Center (ON-CALL)

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 service, call center, or crisis support experience preferred
• Knowledge/experience with trauma informed care 
• Excellent communication and interpersonal skills
• Ability to remain calm and compassionate during high-stress situations
• Basic computer literacy and ability to use call management/logging systems
• Bilingual (English/Spanish) strongly preferred
• Must be available to work weekends and holidays during program activation

Additional Details:

• Training provided prior to first activation
• Shifts are scheduled only during IWP activations, which occur during declared inclement weather
• This role may require responding to vulnerable populations, including unsheltered individuals

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Equitable Social Solutions®, we empower individuals and families through supports that inspire long-term stability and success​. We work with our partners to uplift individuals, families and communities impacting lives by creating tailored solutions for each person we serve in order to break the cycles of generational poverty and chronic homelessness.

When you join Equitable Social Solutions, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equitable Social Solutions, we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect.  Equitable Social Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.