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 activity while protecting guest confidentiality.
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.
May assist program staff by teaching workshops (as needed and knowledgeable) and administering assessments to customers.
EDUCATIONAL REQUIREMENTS AND EMPLOYMENT EXPERIENCE
High School Diploma or GED
Minimum of one year of experience in workforce development or customer service.
Basic level use of: Microsoft Word, Excel, PowerPoint, and Outlook, LinkedIn, and other business-related networking applications, as appropriate.
Demonstrated ability to effectively communicate verbally and in writing with internal and external organizations in a way that conveys a positive, helpful image.
Must be able to work in a culturally diverse and fast-paced environment and demonstrate a commitment to diversity, equity and cultural competency.
Bilingual: able to read, write, and speak Spanish and English proficiently
A Bachelor's Degree in: Business Administration, Human Resources, Social Work, Communication, Personnel Management, Sociology, Guidance/Counseling, Public Administration, Education, Workforce Development, Psychology, Sociology, or Social Services' related field.
Certified Workforce Development Professional (CWDP) credential.
Demonstrated success working with people from a variety of backgrounds which may include disabilities, criminal history, homeless, family violence, poverty etc.
If you meet these qualifications and are ready to succeed at one of the nation's Best NonProfits To Work For, please click APPLY NOW below. We look forward to reviewing your unique qualifications.
Competitive health care package, including medical, dental and vision, starting on the first of the month following date of hire
Basic Life and AD&D Insurance, Short Term Disability and Long Term Disability Insurance
403(b) Retirement Plan
11 Paid Holidays, including Floating Holiday and Birthday Holiday
Paid Vacation, Sick, Bereavement, Jury Duty and Military Leave
Career Path Services is a workforce development and employment training 501(c)3 nonprofit headquartered in Spokane, WA. As an organization, we pride ourselves in being a part of our community and truly enriching the community we work in. We value our diverse team-based environments while recognizing the creativity and initiative of individuals. Career Path Services is committed to the training and development of employees, lifelong learning, and leadership development.
Career Path Services is an equal opportunity employer. Auxiliary aids and services are available upon request to persons of disability. TTY relay 1-800-833-6388.
The Benton Franklin Workforce Development Council is an equal opportunity employer. Auxiliary aids and services are available upon request to persons of disability. TTY relay 1-800-833-6388.
Breaking the spirit of poverty through the dignity of work
Job: Guest Resource Specialist
Primary Location: Kennewick, WA
Status: Full Time, Non-Exempt. This is a project-based position from 2/1/19 until 6/30/19.
Education Level: High School Diploma
Experience: 1 Year
Salary: $37,000 annual
Recruitment Closing Date: January 25, 2019 at 12:00 PM or until filled