Customer Service Representative - Call Center (ON-CALL)

Equitable Social Solutions • San Diego, CA

8d • $21 • Onsite

About The Position

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).

Requirements

• 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

Nice To Haves

• Previous customer service, call center, or crisis support experience
• Bilingual (English/Spanish)

Responsibilities

• 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

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees