JOB DESCRIPTION: Guest Service AgentDEPARTMENT: Engagement CenterREPORTS TO: GSA SupervisorFLSA STATUS: Hourly – NonexemptCLASSIFICATION: Full Time (40 HRS)Shift: Overnight 11p - 7:30aCOMPENSATION: $15/hr plus employee benefit packagePURPOSEThe intent of this job description is to provide a representative summary of the major duties and responsibilities performed by an incumbent in this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee any kind, can be changed or eliminated at any time and does not alter the at – will status of all non – contractual employees.POSITION SUMMARYThe Guest Service Agent will provide program support services overnight and in the morning. Provide welcoming, attentive customer service to our clients through utilization of knowledge and proficiency in all aspects of GSA duties. 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.PRINCIPAL ACCOUNTABILITIESPromote exceptional customer service for our guests/clients during all stages of their visitFunction 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 cooperationProvide service tickets and/or directions on where and how to access services at GWCManage phone system and properly direct incoming callsProvide appropriate referrals to community services based on client request(s) ·Maintain a shift log of activitiesAssess and respond to resident crises or conflictsAssess and manage emergencies according to Gateway Center's emergency protocolIdentify appropriate responses to emergency protocol triggersIdentify 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 dormsParticipate in the ongoing development of shelter safety and emergencyWork to increase level of cultural sensitivity, awareness and competencyQUALIFICATIONSHigh school diploma with a minimum of two (2) years of experience or social services experience in a recovery environment will be consideredStrong organizational skills and commitment to substance abuse and disease concept focused treatment modelsExcellent written and verbal communication skills ·Proficient in Outlook and Microsoft Word and other Software PackagesPHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to airborne pathogens. The noise level in the work environment is usually moderate.EQUAL OPPORTUNITY EMPLOYERGateway Center is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law Gateway Center also takes affirmative action to employ, and advance in employment, qualified women, minorities and covered veterans. Gateway Center also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws.#J-18808-Ljbffr
