Why work at House of Ruth Maryland?
At House of Ruth Maryland, you have the ability to expand your knowledge, promote change, and work alongside career oriented individuals while unleashing your own potential. We foster an environment of mutual respect, curiosity, and endless opportunities. So what are you waiting for?? Come join us and become a part of something special!
Position Summary: The Level I Contact Center Advocate provides world-class, trauma informed customer service to individuals contacting House of Ruth Maryland via our 24/7 crisis hotline, or online chat. The Level I Contact Center Advocate is part of the Contact Center team, and is responsible for ensuring that every contact both victims and community members supporting victims - are offered the support, information, referral, crisis intervention counseling, and safety planning consistent with HRM standards.
When individuals contact HRM, they present as scared, hopeful, worried, angry, concerned and hurt. The Level I Contact Center Advocate assesses each victims situation relative to lethality, danger, and service needs to provide appropriate safety planning and referrals. The Level I Contact Center Advocate is an empathetic problem-solver, who exercises superior communication and interpersonal skills when interacting with contacts, and is a skilled professional with excellent crisis intervention and customer services skills. The Advocate is responsible for developing professional working relationships with their teammates, other HRM programs, and internal and external staff members to ensure the timely, effective and seamless provision of services.
This position is a full time member of the Contact Center team and is considered an essential staff position, required to work in weather emergencies and holidays as needed. Contact Center staff are expected to be flexible, with up to 25% adjustment from regular work schedules at times to cover essential crisis services.
Standard Schedule: Varies (see below)
Position 1: Tuesday - Saturday 12pm - 8pm (rotating weekends)
Position 2: Monday - Friday 8am - 4pm (rotating weekends)
Experience/ Requirements:
- Bilingual fluency in English and Spanish (preferred)
- High School Diploma/GED
- One year of paid or voluntary experience in either call center, customer service, retail, hospitality, or work with vulnerable populations required. Phone or chat-based experience is highly preferred.
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