Guest Support Representative
6 months ago
Job Location
Main Building - Kansas City, MO
Description
Job Overview: Assist in providing a secure and safe environment for all residents, guests and staff. The Customer Support Representative must be able to handle a variety of tasks in a very fast-paced nonprofit environment-detail-orientated, organized and multi-tasker.
Responsibilities/Duties:
- Models positive and healthy relationship building by treating all participants, staff and volunteers equitably with caring, kindness, respect, safety and dignity
- Follows all policies, procedures, code of conduct and attendance rules of the organization
- Maintains strict confidentiality of all information and adheres to the policies in the use of computer technology and all other devices
- Handle in-takes as needed
- Monitor halls and ensure a safe environment for participants and staff
- Assist Case Managers and other staff as needed
- Answer and route incoming calls
- Monitor security cameras and screen admissions to the building
- Receive and log in kind donations from the public
- Assemble packets and perform basic copying, scanning, faxing and filing
- Mail Sorting for participants and staff
- Answer questions from staff, residents and visitors and make appropriate referrals
- Handling emergencies as they arise, intervening in disputes between clients using de-escalation techniques.
- Operate security cameras
- Document incidents, observations and activities that would affect operational security.
- Other duties as assigned
- High School diploma or GED required
- A minimum of 3 years of Customer Support experience required
- Demonstrated ability to work effectively and collaboratively with a culturally and socioeconomically diverse population of participants, service providers and staff
- Values diversity and possesses an understanding of multicultural and cultural competencies; understands power, privilege and inequity
- Adapts to changing business needs, conditions and work responsibilities; responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives
- Demonstrates responsible personal and professional conduct; accepts personal responsibility for the quality and timeliness of work
- Applies effective written and verbal communication techniques to convey clear and timely expectations, listens to people's ideas and concerns, resolves confrontations, disagreements and complaints in a constructive manner
- Effective interpersonal skills, with the ability to work collaboratively to garner trust, respect and confidence from others
- Ability to work effectively under pressure in a fast-paced environment
- Ability to develop effective working relationships; works cooperatively, exchanges ideas and addresses issues in a constructive manner
- MS Office experience, especially Outlook
- Must pass a criminal record check and pre-employment drug screening
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