Client Greeter (35204)

Description

Job Summary: The Client Greeter serves as the first point of contact for community members seeking services, ensuring a welcoming and dignity-centered experience. This client-facing role supports the entire agency by assessing client needs and connecting them to appropriate resources. The Client Greeter handles in-person, phone, and web-based inquiries, embodying the agency’s core values of Relationship, Unity, Service, and Inclusivity.

Primary Responsibilities

• Foster a welcoming and professional atmosphere by maintaining the reception area and ensuring the availability of relevant informational materials.
• Provide clear navigation guidance, including accessibility instructions, to all visitors.
• Utilize the agency’s central intake system to assess client needs and facilitate appropriate service connections.
• Assist returning clients by directing them to scheduled appointments or relevant personnel.
• Serve as the primary liaison for walk-in and phone inquiries, ensuring timely and accurate responses.
• Maintain up-to-date knowledge of agency programs, guidelines, and eligibility requirements through active participation in staff training and meetings.
• Educate clients on available services and distribute relevant print and digital materials.
• Ensure accurate and complete client documentation, including the collection of necessary demographic data for compliance and reporting.
• Draft objective and respectful case notes to support client interactions.
• Manage client queues for scheduled appointments, waitlisted programs, and general inquiries across multiple communication channels.
• Redirect clients to supplementary or alternative services as needed.
• Provide referrals to external organizations and community resources.
• Process and deliver client applications and documentation to the appropriate departments.
• Handle and process provider payments in accordance with established procedures.
• Clearly communicate follow-up instructions to clients across all interactions.
• Schedule and confirm client appointments, including sending reminders.
• Disseminate information about employment opportunities within the agency.
• Communicate program updates and changes in a timely manner.
• Promote and facilitate registrations for orientations, workshops, and community events.
• Engage clients in leadership opportunities, focus groups, and community discussions.
• Educate families about the Earned Income Tax Credit and encourage tax filing.
• Collect and share client success stories for agency publications and outreach efforts.
• Support data collection initiatives to track client service outcomes.
• Representing the agency at community outreach events.
• Perform general administrative duties, including phone management, filing, scanning, and mail processing.
• Assist with responding to web-based and email inquiries.
• Provide backup coverage for Client Navigators as required.
• Contribute to online content development for client-facing communication materials.
• Provide translation services in Spanish, both written and oral, as needed.
• Execute additional responsibilities as assigned.
  
  

Qualifications

• Minimum of one year of experience in case management or a related client assistance role, preferably serving underserved or low-income populations.
• Strong written and verbal communication skills.
• Ability to engage with individuals experiencing high levels of stress with professionalism and empathy.
• Collaborative mindset and strong commitment to delivering exceptional client service.
• Bilingual proficiency in English and Spanish (required).
• Proficiency in Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Word.
• Willingness to learn and adapt to new database management tools.
• Experience with client intake software such as empowOR (preferred).
• Commitment to social justice, equity, and the agency’s mission.
• Strong organizational skills and attention to detail.
• Deep understanding of diversity, equity, and inclusion principles and their application in service delivery.
  
  

Physical Requirements

• Bend: Flexion of the upper trunk forward while standing and knees extended, or knees flexed when sitting
• Lift: Exertion of physical strength to move objects 10-25lbs from one level to another
• Carry: Hold or rest weighted objects 10-25lbs directly on hands, arms, shoulders, or back while moving from one location to another
• Climb: Ascend/descend with gradual or continuous progress, using both hands and feet
• Push: Exertion of force on or against an object (weight/size) to move it from one location to another.
• Feel: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin
• Travel to sites using a personal vehicle.