Customer Service Representative - Call Center (ON-CALL)

Customer Service Representative - Call Center (On-Call)

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 job is based in Escondido, CA, active only during IWP activation periods (due to severe weather).

Job Description

Responsibilities include :

• Answering incoming calls routed through the IWP phone system
• Assisting eligible callers seeking emergency shelter in unincorporated areas
• Collecting and verifying basic client information (e.g., ZIP code, location, needs)
• Providing accurate and timely referrals to appropriate shelters or services
• De-escalating emotionally distressed callers with empathy and professionalism
• Logging call details and outcomes accurately in the system
• Following IWP guidelines and escalation protocols for complex cases
• Communicating effectively with the IWP coordination team and shelter staff
• Ability to handle calls in English or Spanish, bilingual preferred

Qualifications

Requirements include :

Additional Details :

22 / hourly

All your information will be kept confidential according to EEO guidelines.

Equus Workforce Solutions is a leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry's best practices to work by focusing on the development, design, and delivery of demand-driven workforce solutions.

When you join Equus, you can expect extensive learning opportunities and networking programs. But most of all you can expect to make a lasting impact on the lives of others.

At Equus we are strengthened by diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect. Equus Workforce Solutions is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, pregnancy, sexual orientation, gender identity, ancestry, religion, national origin, veteran status, physical or mental disability, or reprisal or any other characteristic protected under state, federal, or local law.