Career Path Services Guest Resource Specialist in Aberdeen, Washington
Do you:Believe that the way to break the spirit of poverty is through the dignity of work?Want to help people in poverty connect to employment at family supporting wages?As aGuest Resource Specialist, every day is a chance to exceed expectations and set a new standard of first impressions by delivering an array of guest services.The Guest Resource Specialist (GRS) is responsible for ensuring the quality of every guest’s experience. The GRS will provide first point of contact customer service, front desk greeting activities and one-on-one, Resource Area facilitated guest services to all guests.A successful Guest Resource Specialist will be a warm and friendly smile, the go-to person for questions and concerns, able to work well under pressure while acting quickly and effectively, able to anticipate needs, demonstrate cooperative behavior, and demonstrate strong initiative.Our Guest Resource Specialists work in a collaborative relationship with management, partners, and front line staff to meet goals of the program and fund source. In this role you will need an eye for innovative ways to stand out and constantly improve, flexibility, and an internal drive to delve deep into the customer service world.ABOUT THE JOBThe major responsibilities of this position include, but are not limited to:Provide greeter services and triage customers, providing first point of contact guest services by engaging every guest within minutes of arrival.Manage customer flow in the front office area and resource room/career computer center.Provide in person, electronic, and phone reception duties for all individuals contacting the office including potential clientele, employers, fund sources, and other interested parties.Provide one-on-one and group orientation to first time WorkSource guests through a tour of the Resource Area and an overview all of available services, including programs and universal access services, computer software use, self-directed job search using the WorkSource Washington website, resume creation assistance, distributing customer pick-up items and hard copy information resources, phones and faxes.Connects guests with staff for scheduled meetings and attempt to connect guests when no prior meeting was scheduled.Perform a needs triage to determine the appropriate routing to reduce wait time, eliminate lines, and connect job seekers to value added services as quickly as possible.Provide guest services in the guest’s language of choice, either personally or by attaining the assistance of an interpreter.Ensure a high level of guest satisfaction by: a) Suggesting guests complete guest survey cards after services. b) Handling guest satisfaction issues, both compliments and concerns, in a timely manner. c) Seeking supervisory assistance as needed with guest concerns.Provide general administrative and clerical support functions to the program.CORE COMPETENCIESWe look for individuals who exhibit our organizational core competencies and who have the knowledge of, or ability to learn the key technical competencies and skills for this job.Technical Competencies and SkillsExcellent customer service and time management capabilities.Proficient in MS Word, email, and ability to learn new software.Good working knowledge of office machine technology.Work well under pressure, meet multiple and conflicting deadlines. Demonstrate cooperative behavior with colleagues, supervisors, and customers at all times.Organizational Core ValuesIntegrity: Stay true to our mission, purpose, and vision; act in harmony with our beliefs and values; gain trust while respecting boundaries; keep commitments, hold ourselves and others accountable.