Position: Community Support Specialist

Reports to: Community Support Manager

Type: Approximately 20-40 hours/week, non-exempt. Works weekdays, evenings, and weekends.

Rate: $22/hour

Start Date: As soon as possible

Note: This listing will remain open until we fill all available positions

Hugo House Mission

Hugo House is a nonprofit literary arts organization located in Seattle with a 20-year history as the city's hub for writers. In the fall of 2018, Hugo House moved into a new facility in the heart of the city, which has enabled dramatic growth in classes and event programming. One of the nation’s leading community-based centers for the literary arts, Hugo House has a vision to open the literary world to anyone who loves books or has a drive to write. Hugo House offers year-round creative writing programming for adults and youth, including everything from single-day classes to year-long workshops, readings and events, open mic nights, and summer writing camps.

Position Overview

Hugo House is looking for a Community Support Specialist to help run Hugo House’s front desk, providing outstanding community support both in-person and virtually. The role will be a mixture of weekdays, evenings, and weekends for a total of 20 or up to 40 hours a week.

Responsibilities

The Community Support Specialist will provide excellent customer service to students, teachers, members, and all House visitors; assist with event and class production, as well as administrative needs; and maintain Hugo House’s COVID safety measures and ensure visitor comfort.

  • Provide a radically welcoming atmosphere to community members, as well as those new to Hugo House, and speak to the mission and resources of our organization.
  • Answer phones and conduct customer service requests via phone, email, and in-person interactions, passing along any important details or follow up steps with staff members or departments affected.
  • Log calls and important conversations with community members in Salesforce.
  • Stay up to date on programs Hugo House is offering or launching.
  • Maintain building security and appearance, including daily opening and closing of Hugo House, and ensuring classrooms are stocked with necessary supplies.
  • Set up classroom technology and provide tech assistance for teachers and students as needed.
  • Liase with registrar, operations team, and other team members to complete daily tasks.
  • Serve as office contact for those working from home.
  • Alert the rest of the staff to any feedback from our community members.

Qualifications

  • Experience in customer service.
  • Self-directed working style.
  • Comfortable working with the public.
  • Comfort in Microsoft Office, Outlook, and Microsoft Teams.
  • Familiarity with Salesforce a plus.
  • Entrepreneurial mindset, adaptability, creativity, and innovative thinking.
  • Capacity to work effectively with highly collaborative staff.
  • Outstanding written and oral communication skills.
  • Share Hugo House’s commitment to building an antiracist organization.

We encourage applications from BIPOC (Black, Indigenous, and people of color) and other people underrepresented in literary arts administration. Hugo House is committed to becoming an antiracist organization and strives to remove barriers that might discourage any person from working here. It is Hugo House’s intent to maintain a diverse work force that represents our community. Our approach to diversity is intended to provide not only equal employment opportunities to minorities, women, and persons with disabilities, but also to recognize and value people with ethnic, cultural, and other differences, such as religion, ancestry, language, national origin, culture, age, gender, sexual orientation, and marital status.

Job Conditions

This position must be conducted in-person, requires expertise with computers, ability to lift 20-35 pounds, and navigate stairs.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities and required skills for the position. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities necessary to perform each duty proficiently. Continued employment remains on an “at-will” basis.

We encourage applications from BIPOC (Black, Indigenous, and people of color) and other people underrepresented in literary arts administration. Hugo House is committed to becoming an antiracist organization and strives to remove barriers that might discourage any person from working here. It is Hugo House’s intent to maintain a diverse work force that represents our community. Our approach to diversity is intended to provide not only equal employment opportunities to minorities, women, and persons with disabilities, but also to recognize and value people with ethnic, cultural, and other differences, such as religion, ancestry, language, national origin, culture, age, gender, sexual orientation, and marital status.

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