Front Desk Guest Services Specialist
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PINE STREET INN INC
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Front Desk Guest Services Specialist
PINE STREET INN INC
Applications Closed
Posted 2 months ago
Full Time
Boston, Massachusetts
In Person
Smart Summary
The Front Desk Guest Services Specialist provides superior customer service and ensures a safe shelter environment for guests. They document shift activities, respond to guest needs, and assist guests in connecting with necessary resources.
We are looking for a Front Desk Guest Services Specialist with a High School diploma or GED and at least one year of experience in Human Services. Key skills include excellent telephone and email communication abilities. Experience with addiction, mental illness, homelessness, and customer service is preferred.
Must Have Skills for ATS
Customer Service
Crisis Support
Data Entry
Communication Skills
Problem Solving
Substance Abuse Knowledge
Mental Health Knowledge
Housing Resources Knowledge
HMIS Experience
Telephone Skills
Email Skills
Addiction Knowledge
Recovery Knowledge
Homeless Issues Knowledge
MS Outlook Knowledge
Bilingual Skills
Job Description
Description
SCHEDULE: 40 hours, Monday – Friday 10:45pm – 7:15am. Essential position during weather or other emergencies.
Pays $22.41 - $28.00 per hour DOE (Salary ranges provided are based on relevant experience and skill set)
LOCATION: 363 Albany Street, Boston, MA; this role works 100% on site.
SUMMARY OF THE POSITION:
The Front Desk Guest Services Specialist (FDGSS) works from the Pine Street Inn policy and procedures developed to ensure a safe shelter environment for guests and staff. The FDGSS has a primary focus to provide superior customer service for the direct care of guests; responds to guests in a timely and professional manner based on the prioritization of guests’ needs. The FDGSS provide a welcoming environment at the front desk area for both staff and guests. The FDGSS Is responsible for documenting the shift’s activities and using proper communication channels for crisis support. They will answer general phone calls and problem solve questions whenever possible. The FDGSS is required to stay energized and focused even when demands are ambiguous and strenuous. The FDGSS is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The FDGSS is required to make sound decisions and appropriately seeks guidance from a supervisor.
The Front Desk Guest Services Specialists will also assist guests in connecting with substance abuse, mental health and medical resources. They will assist with the connecting guests to appropriate housing pathways & resources to aid guest on rapidly working on housing.
Requirements
EDUCATION/TRAINING:
REQUIRED:
- High School diploma or GED
PREFERRED:
- Valid MA driver’s license in good standing
- Bilingual English/Spanish
- Knowledgeable using MS Outlook
KNOWLEDGE/EXPERIENCE:
REQUIRED:
- Minimum of one (1) year of experience in the Human Services field
- Excellent telephone and email communications skills
PREFERRED:
- Administering Narcan and CPR in a work setting
- Knowledge in the areas of addiction, recovery, and mental illness
- Knowledge of issues pertaining to the homeless
- Knowledge of area resources
- Experience working with HMIS
- Experience in a customer service environment
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PINE STREET INN INC
With a mission to end homelessness, Pine Street Inn is New England's leading provider of housing, shelter, street outreach and job training to homeless individuals in Greater Boston. Pine Street Inn welcomes nearly 2,400 homeless individuals daily to provide short- and long-term solutions so that they can begin the journey out of homelessness and into a home and community. Our vision is to help individuals gain stability and their highest level of independence by offering a wide range of services for every person who turns to Pine Street for help.
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