Customer Service Lead Opportunity
Community Resource Centers (CRCs) are designed to provide visitors a safe location to meet basic power needs (i.e., charging cell phones and laptops and Wi-Fi access), and provide up-to-date information in communities when a community-wide power shutoff occurs.
In Field Strategies is looking for qualified candidates to serve as Customer Service Leads (CSLs) at CRCs in throughout Central and Northern California. Successful candidates will be added to an Eligible to Work List. While paid training opportunities will be provided throughout the year, it is expected that most work assignments will be during peak fire season (June – January) and during periods of high wind, heavy rain or snow.
Work would range from 1-10 days with events averaging 2-3 days. It will likely include 8-hour shifts and working with community members during emergency situations. Ideal candidates will enjoy working with people and be able to follow clearly defined work and safety procedures.
CSLs will be responsible for:
· Serving as lead staff member at site
· Ensuring CRC site operations run smoothly
· Managing 1-2 Customer Service Support (CSS) staff
· Leading safety briefing meetings before shifts with onsite staff
· Greeting visitors, managing visitor inquiries and handing out supplies
· Supporting CRC setup, including setting up signage and supplies
· Ensuring all staff and site visitors follow safety guidelines and procedures
· Following safety and operational procedures, including media inquiries
· Providing clear and detailed reporting during and after each shift, and ensuring that reports are submitted on time
· Maintaining consistency between shift changes by communicating with incoming/outgoing CSL
· Managing and reporting inventory accurately
· Preparing incident reports and helping resolve onsite issues
· Providing information to customers on available resources
· Helping ensure ADA and AFN accessibility for the site
· Maintaining regular communication with offsite team
Qualifications (Required)
· Be at least 18 years old
· High school diploma, GED or equivalent work experience
· 2+ years’ work experience in a community outreach or customer service position with direct customer contact in a fast-paced, structured environment and/or previous experience working on-site as a Customer Service Support staffer
· Experience leading small teams
· Experience working in a team environment
· Must own smartphone
· Ability to resolve interpersonal conflict and maintain professionalism at all times
· Ability to follow and enforce procedures, guidelines and policies
· Ability to use smartphone and web applications or other reporting tools to track CRC attendance, resources, information, etc.
· Available to work flexible schedules, extended hours, nights and weekends
· Ability to lift up to 25 pounds
· Access to reliable transportation to travel to and from assigned work location
· Ability to report to work location on short notice (typically 24-48 hours from time of notification)
Preferred (Not Required)
· Ability to travel to sites up to 250 or more miles away from home
· Fluent in additional language(s)
o Spanish, Mandarin or Cantonese, Korean, American Sign Language (ASL), Vietnamese, or Tagalog
Education
· High school diploma, GED or equivalent work experience (Required)
Pay
$40/hr