Customer Service Chat Support Jobs in Washington

Community Crisis Services, Inc. seeks Crisis Chat Specialists to staff our 24/7 hotline serving those in need from Prince George’s County, the state of Maryland, and across the nation. Crisis Chat Specialists serve those needing access to homeless shelters, information about health and human service agencies, support in times of emotional distress, or even help staying safe through thoughts of suicide through contracts with several government and non-profit agencies. CCSI’s hotline program provides a variety of services.

Chat/Text Specialists will receive 40 total hours of training related to active listening skills, suicide prevention practices, and the utilization of agency resources to match callers with needed information. Specialists are needed to be warm, compassionate, patient, calm in crises, and open to continued growth and development. The position has the potential to be mostly performed remotely, as this is a hybrid position. Staff must reside in the DMV Metropolitan area and be able to travel to the MD headquarters for in-person training and meetings.

* Candidates must be able to participate in and complete mandatory orientation and training during the first 6 weeks of employment.

Available shifts

• Full-time and Part-time positions
• Weekdays and weekends
• Multiple Shifts:
  
  • Day (8am-4pm)
  • Evening (4pm-12am)
  • Overnight (12am-8am)

Qualifications

• Fluent in reading, writing and speaking Spanish
• Successful completion of Initial Crisis Intervention Training
• Completes enhanced chat/text training
• Completes Applied Suicide Intervention Skills Training (ASIST), Assessing Suicide in Kids (ASK)
  and Mental Health First Aid (MHFA) Training within 6 months of employment
• Must listen and communicate well, be non-judgmental, have self-initiative and work well as a
  team member
• High School Diploma/GED
  
• Must have a computer/laptop, high-speed internet and a quiet workspace 

Responsibilities

• Provides services according to CCSI policies and procedures
• Thoroughly and accurately complete statistics sheet on each call in agency-approved software, including lethality assessments, safety plans and follow-up requirements.  
• Keeps updated through email, RingCentral, etc. 
• Completes clerical work as needed.
• Communicates problems to supervisors when necessary.
• Has good communication skills, shows empathy to all chatters/texters/clients 
• Maintains confidentiality of chatters/texters and the agency
• Attend in-person services/meetings/training as scheduled
• Does not leave the queue unattended while on duty
• Works to ensure key performance indicators are met  
• Contact supervisors in case of an emergency
• Works holidays as needed and assists in maintaining 24/7 shift coverage; hotline specialists are essential personnel and must report as essential personnel
• Acknowledges receipt of the Standards for Excellence:  An Ethics and Accountability Code for the Nonprofit Sector
• Performs other duties as requested that are not specifically listed but are consistent with the position and skills of the incumbent and necessary for the efficient and effective operation of CCSI

Required Skills and Abilities:

Physical Requirements:

• Position requires sitting for long periods of time 
• Use of hands to handle, control or feel objects, tools or controls
• Long periods of looking at the computer screen
• Repeat the same movements

Knowledge, Skills and Abilities Required:

• Knowledge of principles and processes for providing customer service
• Ability to communicate information
• Ability to work with diverse staff and client population
• Ability to multitask and stay calm in a stressful environment

Work Conditions

• Holidays, evening, and weekend coverage required, depending on scheduled shifts
• Hours are flexible to meet program needs
• Potential exposure to highly emotional and stressful situations, and potential exposure to aggressive encounters via chat/text

Benefits

• Health & Vision Insurance (FT Status)
• Dental Insurance (FT Status)
• Life & Disability Insurance (FT Status)
• 401(k) Retirement Services
• Employee Assistance Program
• Flexible Spending Account
• Holiday Premium Pay
• Paid Time Off
• Referral Program
• Perks at Work

Equal Employment Opportunity

Community Crisis Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. To learn more about Community Crisis Services Inc. and other exciting and fulfilling career opportunities, please visit us at: https://tinyurl.com/CCSIMD-Careers.