Front Desk \/ Intake Specialist

Job Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES include the following (but not limited to) :

• Greet Neighbors with dignity and hospitality as they arrive at the Neighbor Services office.
• Inform the food pantry greeter when a Neighbor has arrived for their food pantry appointment.
• Operate the general phone line by answering approximately 150-200 calls daily;
• Respond to each voicemail with appropriate next steps.
• Refer out-of-county Neighbors to appropriate services.
• Direct Neighbors, guests, and the general public to the appropriate staff member.
• Manage the general reception email;
• Respond to every request email with compassion and appropriate next steps.
• Refer out-of-county Neighbors to appropriate services.
• Direct Neighbors, guests, and the general public to the appropriate staff member.
• Create initial rent and utility cases;
• Communicate with the Neighbor about financial request criteria, and inform the Neighbor when requirements are not met.
• Gather all necessary paperwork for a request.
• Handoff request to the proper staff member to fulfill.
• Verify Household members with proper identification.
• Assist Neighbors in creating accounts and submission of required paperwork for financial requests.
• Assist Neighbors in making food appointments.
• Utilize SalesForce for Neighbor information and management of cases and requests.
• Take payments and donations.
• Maintain the cleanliness of the lobby and neighborhood chatrooms.
• Follow opening and closing procedures.
• Maintain consistency of service and policies at the front desk.
• Stay up to date with GraceWorks staff policy changes and upcoming events.
• All other duties as assigned.
• SUPERVISORY RESPONSIBILITIES

Assist volunteers in maintaining standards of service, adhering to policies, and scheduling.

Qualifications

Commitment to the mission of GraceWorks, including our Statement of Faith. The ability to speak Spanish and English fluently is required.

Excellent customer service and interpersonal skills. Strong administrative skills, including data input and attention to detail.

Some accounting skills help to process payments and donations. An individual must be able to perform each essential duty satisfactorily.

The requirements listed above represent the required knowledge, skills, and abilities. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

EDUCATION AND / OR EXPERIENCE

Minimum Requirement of 3-5 years experience of general office and administrative experience. A bachelor’s degree would be an advantage.

Bilingual Spanish / English is a requirement.

WORK ENVIRONMENT

The position is in an office setting involving everyday risks or discomforts requiring standard safety precautions.