Guest Resource Specialist (customer Service)

Guest Resource Specialist

Join our team as we work to break the spirit of poverty through the dignity of work! Career Path Services is hiring a Guest Resource Specialist in WorkSource Spokane. This key role provides excellent customer service to job seekers in WorkSource, a one-stop center connecting people with employment and training opportunities. The Guest Resource Specialist greets every guest, assesses their needs, and routes them to the right staff or services including job search support, resume help, or skills training. Each day you'll manage front desk operations, assist our clients with computer access and applications, and keep the front office running smoothly. You'll use your attention to detail and interpersonal skills to create outstanding first impressions while providing guest services and administrative support. A successful Guest Resource Specialist is approachable, resourceful under pressure, and skilled at anticipating needs while collaborating with staff and partners to meet program goals. This role is ideal for someone who thrives in a busy, people-centered environment and takes pride in delivering exceptional service that reflects Career Path Services' mission of breaking the spirit of poverty through the dignity of work.

This position will be full time and based in-person in our offices in WorkSource Spokane. Career Path Services values the power of experience and perspective, and endeavors to build upon this vital strength. We are passionate about building and sustaining a working environment of belonging for all of our staff and customers. We believe every member on our team enriches our culture by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design, and deliver solutions. We are committed to attracting, recruiting, retaining and advancing an engaged team that is responsive to the needs of our diverse clients.

About The Job

The major responsibilities of this position include, but are not limited to:

• Provides greeter services and triage customers, providing first point of contact guest services by engaging every guest within minutes of arrival.
• Manages customer flow in the front office area and resource room/career computer center.
• Provides in person, electronic, and phone reception duties for all individuals contacting the office including potential clientele, employers, fund sources, and other interested parties.
• Provides one-on-one and group orientation to first time WorkSource clients 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.
• Connects guests with staff for scheduled meetings and attempt to connect guests when no prior meeting was scheduled.
• Performs 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.
• Provides guest services in the guest's language of choice, either personally or by attaining the assistance of an interpreter.
• Ensures a high level of guest satisfaction by: suggesting guests complete guest survey cards and handling guest satisfaction issues, both compliments and concerns, in a timely manner (and seeking supervisory assistance as needed with guest concerns).
• Provides general administrative and clerical support functions to the program.

Core Competencies

We look for individuals who exhibit our organizational core competencies and who have the knowledge of, or ability to learn the key technical competencies an