First Contact Specialist
When someone calls ClearBeam, or any of the communities we serve, you answer. First. Every time. You greet the caller, understand what they need, tell them the truth about wait times, and give them a choice. Then you close the loop with a text, and you answer that too.
You are the front door of the network and the human face of the communities we serve. July is training, August we get the team ready together, then we get to work. Pay varies by location; Y2 markets adjust to local rates.
What you'll do:
- Answer every inbound ClearBeam call (billing, service, technical, general) and route it with an honest hold time and a callback option.
- Send and respond to two-way SMS follow-up, closing the loop after every resolution.
- Route callers to the right utility, school district, sewer district, water district, and PUD for their address.
- Connect callers to medical services, urgent care, and local hospitals.
- Handle crisis routing with warm transfers: 988 Suicide and Crisis Lifeline, mobile crisis teams, domestic violence services, poison control, and 211 community services.
- Support PSAPs with ALI/ANI queries, E911 routing issues, and outage notifications.
- Take LEA and CALEA legal-process intake with precise documentation, recognizing exigent, imminent-threat circumstances and acting accordingly.
- Run contracted 811 (Call Before You Dig) and 311 municipal intake, plus after-hours city and county information lines, with SMS status updates.
- Use the address-intelligence system, real-time queue visibility, and callback management so you never guess a hold time and every callback gets hit on time.
What we're looking for:
- A clear, calm, professional voice. You are the first thing a caller hears.
- Composure under pressure, including distressed callers, crisis calls, and emergencies.
- Precise documentation. CALEA and PSAP requests require perfect records.
- Willingness to work rotating shifts including nights, weekends, and holidays. This is 24/7.
- A genuine interest in community. You route people to help.
- Preferred: customer service, dispatch, or emergency-coordination background; familiarity with 811, 911, 211, or 311; crisis line, social services, or behavioral health experience.
- Preferred: bilingual Spanish and English; telecom, utility, or government services background; CALEA or law-enforcement interface experience.
Or email [email protected].