Guest Support Representative

Job Description

Job Overview: Assist in providing a secure and safe environment for all residents, guests and staff.  The Customer Support Representative must be able to handle a variety of tasks in a very fast-paced nonprofit environment-detail-orientated, organized and multi-tasker.

Responsibilities/Duties:

• Models positive and healthy relationship building by treating all participants, staff and volunteers equitably with caring, kindness, respect, safety and dignity
• Follows all policies, procedures, code of conduct and attendance rules of the organization
• Maintains strict confidentiality of all information and adheres to the policies in the use of computer technology and all other devices
• Handle in-takes as needed
• Monitor halls and ensure a safe environment for participants and staff
• Assist Case Managers and other staff as needed
• Answer and route incoming calls
• Monitor security cameras and screen admissions to the building
• Receive and log in kind donations from the public
• Assemble packets and perform basic copying, scanning, faxing and filing
• Mail Sorting for participants and staff
• Answer questions from staff, residents and visitors and make appropriate referrals
• Handling emergencies as they arise, intervening in disputes between clients using de-escalation techniques.
• Operate security cameras
• Document incidents, observations and activities that would affect operational security.
• Other duties as assigned

Qualifications

Qualifications:

• High School diploma or GED required
• A minimum of 3 years of Customer Support experience required
• Demonstrated ability to work effectively and collaboratively with a culturally and socioeconomically diverse population of participants, service providers and staff
• Values diversity and possesses an understanding of multicultural and cultural competencies; understands power, privilege and inequity
• Adapts to changing business needs, conditions and work responsibilities; responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
• Demonstrates responsible personal and professional conduct; accepts personal responsibility for the quality and timeliness of work
• Applies effective written and verbal communication techniques to convey clear and timely expectations, listens to people’s ideas and concerns, resolves confrontations, disagreements and complaints in a constructive manner
• Effective interpersonal skills, with the ability to work collaboratively to garner trust, respect and confidence from others
• Ability to work effectively under pressure in a fast-paced environment
• Ability to develop effective working relationships; works cooperatively, exchanges ideas and addresses issues in a constructive manner
• MS Office experience, especially Outlook
• Must pass a criminal record check and pre-employment drug screening