Guest Services Representative

At Wellpoint Care Network, our mission is to facilitate equity, learning, healing, and wellness by restoring the connections that help children and families thrive.

Every person deserves the opportunity to reach their fullest potential. It’s part of human nature, and the promise of our country, that everyone be given a fair chance to be and do their best. Yet, many in our community live with unresolved childhood and generational trauma.  

That’s where we come in. We believe we can create a world where children and families have a clearer path to their fullest potential. Wellpoint Care Network has championed the restoration of families for nearly 175 years.

Job Purpose: 

Our next Guest Services Representative will be responsible for providing the first point of contact for individuals entering the Wellpoint Care Network campus. The GSR coordinates front desk operations and provides administrative support to the CEO’s office by greeting visitors, answering phone calls, managing appointments, handling mail, and performing basic administrative tasks, ensuring a professional and welcoming atmosphere for all who enter the building.

*   Monday through Friday - 11:00 am to 7:30 pm. *

•The reception station is staffed from 8:00 am to 7:00 pm and GSRs will work together as a team to ensure continuous coverage and to meet peak demands.

•Incumbent will occasionally need to be available for overtime and/or provide flexibility during office hours to accommodate special events, peak demand, or staff shortages.

Qualifications: 

• HS diploma or equivalent required; Associate degree or some post-secondary education preferred.
• Excellent customer service skills; prioritizes the well-being of guests with a positive attitude.
• Ability to lift and/or move up to 30 pounds.
• Ability to Assemble different room layouts for training rooms. i.e., moving & setting up tables and chairs. 
• Ability to Alternate sitting or standing positions. As well as bending, crawling, stooping.
• Knowledge of general office and customer service procedures.
• Understanding of customer service best practices and the ability to incorporate them into operations.
• Ability to exhibit a high degree of professionalism in all aspects of practice.
• Ability to adhere to Agency’s code of conduct and expectations, policies, and safety procedures and standards.
• Ability to de-escalate clients and remain calm and professional when serving dysregulated or upset customers in-person and over the phone.
• Ability to provide excellent customer service to people from all backgrounds.
• Ability to organize and complete projects in a timely manner.
• Ability to accept direction and supervision in a positive manner and independently recognizes the need for consultation. 
• Excellent communication skills both verbal and written including good spelling, punctuation, and sentence structure.
• Proficient in the usage of computer software; demonstrate an understanding of computer file systems and computer software packages, e.g., Microsoft Office, Excel, Outlook, Teams, etc.
• Must be honest, dependable, and able to meet deadlines; Self-motivated and able to work independently.
• Physical exam, drug screen, motor vehicle report, and background checks are required for this position.
• A valid Wisconsin Driver’s License or occupational driver’s license is  not required but must have reliable transportation to and from the main office location. May require travel to attend meetings and events.

Duties:

Reception – Customer Service

•Serves as Customer Relations/First Contact/Front Line Representation of the Agency ensuring visitors and clients feel welcomed, safe and have their needs attended to.

•Maintains professionalism at all times through verbal communication, manner, and attire.

•Provides positive support, wayfinding, and communication to visitors and staff.

•Answers telephone in an articulate, courteous, and friendly manner, expressing a greeting to the caller and identifying the Agency.

•Aides visitors, callers, or staff as required by locating and routing calls to designated personnel within the Agency.

•Follows protocol regarding client communications while maintaining confidentiality of all departments/client communications.

•Maintains documents and items left for client or staff distribution or pick-up.

•Evaluates conference rooms and other shared workspaces at the end of the workday to identify special attention needed by housekeeping.

•Maintains lobby area in a clean, neat, and organized fashion (coffee, water and snack stations stocked and organized).

Reception – Operations

•Coordinates the receipt and delivery of postal mail, which includes ensuring outgoing mail has been sorted according to protocol, and incoming mail is distributed in appropriate mailboxes.

•Arrange for UPS and Federal Express pickups when needed.

•Assist with vendors and building service staff requests or access needs.

•Ensures incoming faxes are appropriately distributed to designated staff via email. 

•Maintains updates of front desk manual and procedure book. 

•Supports special projects such as mailings, preparing informational packets, etc.

•Contacts and coordinates with emergency responders as requested.

•Keeps supervisor and appropriate staff advised of pertinent situations/problems, ideas, etc. and makes recommendations for improvement.

Guest Services Rep. Other Support

•Maintains daily itinerary. 

•Administers Wellpoint Care Network employee parking permits.

•Maintains the employee van log .

•Coordinates PTO coverage and verifies that all reception responsibilities during absence are covered by appropriate colleagues.

•Provides Administrative Support to CEO’s office and program support as needed. 

•Coordinates staff hospitality processes including, but not limited to, ordering catered lunches, ordering flowers, issuing condolences, and generating birthday and anniversary recognition materials. 

•Restocks shared conference rooms with hospitality supplies as needed.

Agency Engagement

•All employees will be evaluated on their demonstration of a consistent commitment to the Agency’s Seven Essential Ingredients, Diversity, Equity and Inclusion, and engagement in the strategic initiatives of the organization. This will be measured by their active participation in committees and workgroups, and by their communication and practice within their daily work and in the community.

•Participates in assigned meetings, events and learning as required.

Position Details & Extras:

• Full time.
• Must be a self-starter, team player and work well independently. 
• Takes initiative, acts quickly and independently when the situation demands it; sees a need and takes appropriate action without being prompted or reminded; demonstrates ability to effectively deal with crisis situations. 
• Excellent problem-solving, decision making, and communication skills.
• Demonstrates adaptability, recovers quickly when progress is stalled by obstacles; responds with flexibility and resilience when faced with multiple demands, shifting priorities and rapid change.
• Exhibits critical thinking skills when faced with an issue.
• Continually seeks to improve the operation and process of the front desk area to increase efficiency and cost effectiveness.
• Shows flexibility in responding to change and contributes to team goals/requests.
• Maintains confidentiality and adheres to all HIPPA requirements.
• Seeks to continuously improve skills through in-service training opportunities.
• Works well with other support staff. 
• Moderate exposure to noise.
• Subject to frequent interruptions with ability to handle multiple tasks simultaneously.
• Involved with personnel, residents, family members, visitors, volunteers, interns, and vendors under all conditions and circumstances.
•  Public Service Loan Forgiveness (PSLF) - Wellpoint employees may be eligible for loan forgiveness under the Public Service Loan Forgiveness program. 

Organizational Information: 

At Wellpoint Care Network, we have seen exactly how trauma, poverty, systemic racism, social injustices, and other barriers create instability in all areas of life. The people in our care face education and health disparities, high unemployment rates and unaffordable housing. What’s worse, many have lost connections to resources, family, friends, and other support systems. We have seen the toll it has on a person’s physical, emotional, and financial well-being to try and successfully navigate complex systems that may have failed them in the past.

We believe there is a better way. So, we have anchored ourselves in our 170 years of caring for our neighbors through modernized human services.

Wellpoint Care Network provides a rich continuum of services, including:

•        Child Welfare and Foster Care 

•        Support for youth who have aged out of care

•        Care Coordination and Wraparound services 

•        Mental health therapy and supports such as our Clinic, Family Preservation, Caregiver Support, and Integrated Community Treatment

•        Professional education and clinical consultation (for organizations, schools, and individual/family) 

Wellpoint Care also works to promote a diverse and caregiving environment to ensure that those we serve and employ are valued, accepted, respected, and treated equitably.

•        Equity means we work tirelessly toward fair and just treatment, systems, and policies. At Wellpoint Care Network, we believe that we are accountable – individually and collectively – when inequity or injustice replaces equity and inclusion. 

•        Inclusivity means that we consciously build groups that welcome and celebrate differences in age, race, ethnicity, class, gender, sexual orientation, religion, gender expression, education, socio-economic background, personal history, geographical location, marital status, parental status, and work experiences.   

Interested parties please apply online. We are committed to enhancing diversity, equity and inclusion and strongly encourage minority candidates to apply. For more information, visit our website www.wellpointcare.org.

Equal Opportunity Employer