About the Role
Life Line Housing is seeking a compassionate and dependable Customer Support Representative to assist residents, volunteers, and community partners with care, professionalism, and excellence. This position serves as the first point of contact for incoming calls, messages, and requests — ensuring that everyone who reaches out to Life Line Housing experiences kindness, respect, and prompt assistance.
The Customer Support Representative will handle daily communication, maintain accurate records, and provide guidance to residents or guests seeking support or information about our programs. The role requires strong listening and problem-solving skills, a calm and patient demeanor, and a commitment to maintaining confidentiality and integrity in all interactions.
Requirements
Education & Experience
High school diploma or equivalent required; Associate’s or Bachelor’s degree in communications, business, or social services is preferred.
1–3 years of experience in customer service, client support, or community assistance.
Prior experience in a nonprofit, ministry, or recovery program setting is a plus.
Knowledge Areas
Customer and Personal Service – Knowledge of principles and processes for providing excellent service, assessing needs, and ensuring satisfaction.
Clerical – Knowledge of administrative procedures such as managing records, forms, and information.
English Language – Strong understanding of written and spoken communication to ensure clear and compassionate interaction.
Computers and Electronics – Basic knowledge of using office software, email, and data entry systems for tracking support or cases.
Public Safety and Security – Awareness of procedures that ensure safety and confidentiality in housing or recovery environments.
Skills
Active Listening – Giving full attention to clients, asking clarifying questions, and showing empathy.
Speaking – Clearly communicating information in a respectful, professional manner.
Service Orientation – Actively looking for ways to help others and improve client experience.
Critical Thinking – Identifying issues, evaluating options, and proposing effective solutions.
Monitoring – Tracking resident or client progress and following up to ensure needs are met.
Coordination – Adjusting actions in relation to others’ actions to support teamwork and problem solving.
Abilities
Oral Comprehension & Expression – Understanding others and conveying information effectively.
Problem Sensitivity – Recognizing when something is wrong and responding appropriately.
Near Vision & Attention to Detail – Reading forms, data, or digital entries accurately.
Deductive & Inductive Reasoning – Applying logic and general rules to specific problems.
Other Requirements
Compassionate, patient, and professional demeanor.
Ability to handle confidential or sensitive information with integrity.
Willingness to complete organization-specific training (e.g., trauma-informed care, communication skills, or de-escalation).
Must pass a background check and align with Life Line Housing’s values of faith, respect, and service.
About the Company
Life Line Housing (LLH) is a nonprofit transitional housing program providing a structured, faith-based pathway for individuals rebuilding life after addiction, homelessness, or incarceration.
Mission Statement
To provide a safe, supportive, and faith-centered sober living environment where individuals recovering from addiction can rebuild their lives through structured programs, spiritual growth, and practical skills development. Our goal is to empower residents to achieve lasting transformation and sustainable independence.
Vision Statement
Life Line Housing envisions a community where individuals overcoming addiction are equipped with the spiritual, emotional, and practical tools necessary to lead fulfilling, self-sufficient lives, rooted in faith and purpose.