Customer Service Representative - Temporary

CORE (Community Organized Relief Effort) is dedicated to providing emergency relief in times of crisis. Our Fire Response team is committed to supporting individuals and families affected by wildfires in Southern California. Through our Cash Program, we aim to provide immediate financial assistance to those in need, helping them recover and rebuild. 

We are seeking a compassionate and patient Customer Service Representative to support our Fire Response Cash Program. This entry-level role is crucial in ensuring that eligible recipients receive the support needed during the duration of their cash assistance.  The Customer Service Representative will be the critical point of contact for program participants, addressing inquiries, resolving issues, and guiding individuals through the distribution process, especially troubleshooting redemption problems. 

This role requires a high degree of emotional intelligence, kindness, and patience, as many of the individuals seeking support are experiencing significant hardship. The ideal candidate will have strong communication skills, problem-solving abilities, and a commitment to CORE’s mission. 

• Respond to calls, emails, and messages from individuals applying for or receiving cash assistance. 
• Provide clear and compassionate guidance on program eligibility, application status, and troubleshooting. 
• Work closely with the Cash & Voucher AssistanceLead to ensure timely and effective support for program participants. 
• Address and resolve issues related to payment distribution, application errors, or missing information. 
• Maintain accurate records of interactions, issues, and resolutions in CORE’s tracking system. 
• Escalate complex issues to the Cash & Voucher Assistance Lead as needed. 
• Ensure confidentiality and security of personal and financial information. 
• Maintain a supportive and empathetic approach in all interactions with those affected by the disaster. 

• Prior customer service experience (preferably in a non-profit, social services, or emergency response setting). 
• Strong verbal and written communication skills. 
• Exceptional emotional intelligence, patience, and ability to communicate with individuals in crisis. 
• Ability to multitask and problem-solve in a fast-paced environment. 
• Comfortable working with technology, including email, phone systems, and customer service software. 
• Bilingual (Spanish, Armenian or other languages spoken in affected communities) is a plus. 
• Familiarity with disaster response or financial assistance programs is a plus. 

• Empathy & Compassion:Demonstrates deep understanding and care for those experiencing hardship. 
• Adaptability: Able to respond to changing needs and unexpected challenges. 
• Attention to Detail: Ensures accuracy in documentation and communications. 
• Team Collaboration: Works effectively with the Cash & Voucher Assistance Lead and other CORE team members to improve service delivery. 
• Problem-Solving: Quickly assesses issues and provides appropriate solutions or guidance. 

Interested candidates should submit a resume and cover letter outlining your experience and interest in the role. Applications will be reviewed on a rolling basis.

CORE is an equal-opportunity employer. We are committed to building a diverse team and strongly encourage applications from local candidates and individuals with lived experience in fire-impacted communities.