Customer Service Lead

Community Resource Centers are designed to provide visitors a safe location to meet basic power needs (i.e., charging cell phones and laptops and Wi-Fi access, where possible), and provide up-to-date information in communities when a community-wide power safety shutoff event occurs.

GOCO Consulting is looking for qualified candidates to serve as Customer Service Leads (CSLs) at Community Resource Centers. 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 fire season (June-November) and during periods of heavy rain or snow (December-January).

Work would range from 1-10 days with events averaging 2-3 days and will likely include 8-hour shifts, working with community members during emergency situations. CSLs will be responsible for:

• Managing 1-2 Customer Service Support (CSS) staff
• Greeting visitors, managing inquiries and handing out supplies
• Leading safety briefings before shifts
• Supporting CRC setup, including setting up signage and supplies
• Ensuring all staff and site visitors follow COVID guidelines and procedures
• Following procedures regarding media inquiries
• Providing clear and detailed reports during and after each shift
• Maintaining consistency between shift changes by communicating with incoming/outgoing CSL
• Managing inventory
• Preparing incident reports and helping resolve onsite issues

Qualifications:

• Be at least 18 years old
• 2+ years’ work experience in a community outreach or customer service position with direct customer contact in a fast-paced, structured environment
• Experience working in a team environment
• Must own smartphone
• Ability to resolve interpersonal conflict
• 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.
• Ability 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:

• Ability to travel to sites up to 250 miles away from home
• Experience leading small teams
• Fluent in additional languages

Education:

• High school diploma, GED or equivalent work experience (Required)