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
Posted 3 months ago
Full Time
Boston, Massachusetts
In Person
Smart Summary
Responsibilities
The specialist provides superior customer service and direct care for guests in a shelter environment, ensuring a safe and welcoming atmosphere. Responsibilities include documenting shift activities, managing phone calls, and connecting guests with housing, mental health, and medical resources.
Qualifications
You have a high school diploma or GED and at least one year of experience in the Human Services field. You are skilled in providing excellent customer service, managing phone and email communications, and documenting activities in the HMIS system. You are also responsible for assisting guests with substance abuse, mental health, and housing resources.
Must Have Skills for ATS
MS Outlook
Narcan
CPR
HMIS
Human Services
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
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