Career Path Services Guest Resource Specialist in Kennewick, Washington

Do you: Believe the way to break the spirit of poverty is through the dignity of work? Want to support a team of professionals who help people in poverty connect to employment at family supporting wages? Feel truly motivated to make a positive impact on every guest's day? Want to make a “Best place to work” better? As a Guest 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 at the WorkSource Columbia Basin (WSCB). The Guest Resource Specialist (GRS) is responsible for ensuring the quality of every guest's experience at the Center. 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 WSCB guests. The stability of this position depends directly upon excellence in individual employee performance, team performance and goal attainment. This is a project-based position from 2/1/19 until 6/30/19. 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. As a Guest Resource Specialist, a day might include the following: Spend the day providing first and last point-of-contact guest services by greeting and engaging every guest, assessing reason for visit, finding the answers when they are unsure, and inspiring guests with the WSCB mission to kick off their journey through the center and gain access to services. 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. Connect guests with staff for scheduled meetings, make reasonable attempts to connect guests with staff when no prior meeting was scheduled, and answer basic inquiries from guests about WorkSource Center services and programs. Take some time to stay current on all WSCB programs, workshops, and activities in order to effectively refer guests to the appropriate resource and assist them with the appropriate self-service tools needed to succeed. Manage the front desk and the Resource Area, including providing in person and phone reception duties, maintaining daily schedule of meeting room activities, routing messages and mail, faxes, copying, enforcing WorkSource facility rules, performing routine equipment maintenance (including acting as backup to Office Coordinator by assisting with common office machine problems), maintaining visual tidiness, ensuring guest safety and security, and maintaining the Resource Area job board. 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. Utilize the Center's database systems to track customer activi