Guest Services Liaison

Description

Position Summary: The Guest Services Liaison exercises diplomacy, confidentiality, and a high level of integrity as they create the first impression of Joybound People & Pets and set the tone for potential adopters, callers, visitors, staff, and volunteers. The Guest Services Liaison is also responsible for training, supporting, and fostering a cohesive and informed team of front desk volunteers. The Guest Services Liaison ensures the smooth operations of the front desk’s communication hub and its interface with all Joybound departments

KEY RESPONSIBILITIES

• General front reception management includes monitoring email, Joybound’s website, and internal calendars to keep track of who is out, pertinent events, and communicating with staff.
• Answer all incoming calls from the main call line in a professional, warm, and welcoming manner and transfer calls to appropriate staff extensions. Check the general voicemail messages regularly and forward calls to appropriate extensions.
• Greet and direct all potential adopters, visitors, staff, vendors, and volunteers in a warm and welcoming manner.
• Handle challenging situations professionally, calmly, and with consistent messaging regarding Joybound’s policies and procedures.
• Update and create documents for reception desk and other departments as needed using Word and/or Excel. 
• Receives and responds to questions, inquiries, and requests for events, bookings, and tours and ensures information flows to the appropriate staff.
• Process incoming mail, outgoing packages, and maintain postage machine.
• Assist in training front desk volunteers and staff members as needed.
• Maintain tight security when keys are checked in/out by volunteers and vendors.
• Ensure the front desk and main lobby area are clean and organized. Stock foyer with printed material regarding Joybound programs.
• Always treat people and animals with respect, contribute to effective teamwork, promote staff cooperation, and foster public relations beneficial to Joybound.
• Maintain confidentiality of all internal information and adopter information.
• Interact and communicate with colleagues, volunteers, and the public in a manner that advances a culture of positivity, professionalism, trust, transparency, empathy, and excellence at Joybound.
• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS

• Minimum two years previous office management, guest services, receptionist, or other relevant experience.
• Affection for animals, concern for their wellness and a willingness to accommodate animals in the workplace.
• Excellent telephone skills while exercising diplomacy and confidentiality in communicating with others. Excellent written and verbal communication skills.
• Friendly, enthusiastic, and welcoming manner. Ability to stay calm and maintain a courteous tone of voice in the midst of a fast-paced and complex environment.
• Proficiency with Microsoft Excel, Word, Outlook and Internet.
• Flexible to adapt quickly and with a positive attitude to rapid changes in procedures and/or protocols. Follows directions and policies with a professional attitude.
• Strong organizational and administrative skills, and attention to detail.
• Ability to communicate with the public, volunteers, and coworkers in a pleasant, courteous, and tactful manner at all times. Demonstrate maturity, good judgment, professional manner and personal appearance.
• Comfortable and skilled in working with diverse staff, volunteers, and community.
• Must be willing to undergo a background check.

PHYSICAL REQUIREMENTS

• Work environment includes constant exposure to animals and animal allergens.
• Push/pull and lift/move moderately heavy objects up to 30 pounds.
• Kneel, bend, stoop, squat, reach above and below shoulder level, grasp and turn objects, stand, and/or walk frequently and repetitively throughout each shift.
• Flex the neck upward and downward; twist the neck and the waist.
• Sit for long and short periods of time using a computer.

EDUCATIONAL REQUIREMENTS

• High School Diploma or equivalent.

HOURS

32 hours per week, Wednesday-Saturday between 9:00 am-6:00 pm.

EMPLOYMENT PRACTICES

At Joybound, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of or traits historically associated with race; color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran and/or military status), domestic violence victim status, political affiliation, and any other status protected by state or federal law.

Salary : $26