POSITION SUMMARY

The Guest Service Agent will provide program support services either in the morning, evening, overnight, or weekend depending on shift designated by supervisor. Provide welcoming, attentive customer service to our clients through utilization of knowledge and proficiency in all aspects of GSA duties. The position is responsible for expanding their knowledge of services available for target population through continuing education (training) opportunities and willingness to learn new tasks. This position must maintain the security and confidentiality needed for this type of specialized program. The Guest Service Agent must be available to intervene in conflict or crisis situations and is responsible for maintaining documentation, ensuring the smooth operation of programs during their assigned hours. The Guest Service Agency will work with other staff and volunteers to create a supportive community, helping to meet the needs of each resident.

The individual must be able to prioritize multiple projects, work well under pressure and have experience supporting executives, managers and board members. Position requires a strong ethical commitment to the mission and purpose of Gateway Center.

PRINCIPAL ACCOUNTABILITIES

• Promote exceptional customer service for our guests/clients during all stages of their visit
• Function as a team member at all times by communicating effectively and diplomatically, being approachable and willing to assist coworkers, maintaining a positive and proactive attitude, and promoting interdepartmental communication and cooperation
• Provide service tickets and/or directions on where and how to access services at GWC
• Manage phone system and properly direct incoming calls
• Provide appropriate referrals to community services based on client request(s)
• Maintain a shift log of activities.
• Assess and respond to resident crises or conflicts.
• Assess and manage emergencies according to Gateway Center’s emergency protocol.
• Identify appropriate responses to emergency protocol triggers.
• Identify when external assistance is needed and contact appropriate party (i.e. supervisor, law enforcement, medical assistance, etc.).
• Monitor the safety and security of the facility and/or dorms.
• Participate in the ongoing development of shelter safety and emergency
• Work to increase level of cultural sensitivity, awareness and competency
• Complete shift reports
• Maintain complete and current documentation on all clients in required databases
• Participate in staff development and all required Agency meetings
• Other duties as assigned