Front Desk Assistant

The Front Desk Assistant is the first point of contact for families, youth, and school partners at a Blue Door Academy school-based site. This role manages the full membership process — from initial inquiry through active enrollment — while serving as a frontline ambassador of the Blue Door Academy experience. The Front Desk Assistant ensures that every family feels welcomed, every record is accurate, and every interaction reflects the professional standard Blue Door Academy is known for.

This is not an administrative role in the traditional sense. It is a people-first position that requires exceptional customer service instincts, organizational discipline, and a genuine commitment to serving youth and families with warmth and professionalism.

What This Role Requires: The Blue Door Academy Customer Service Standard

Every Front Desk Assistant is expected to hold three commitments in every interaction:

Member Welcome & Enrollment

• Greet all youth, families, and visitors warmly and professionally at point of entry.
• Serve as the primary point of contact for new family inquiries; guide families through the enrollment process clearly and efficiently.
• Process membership applications, collect required documentation, and enter data accurately into membership systems.
• Ensure all enrollment records are current, complete, and compliant with organizational and licensing requirements.
• Communicate enrollment status, program information, and site expectations to families in a timely manner.

Customer Service & Family Engagement

• Answer incoming phone calls, emails, and walk-in inquiries; respond within established customer service timeframes.
• Use the standard Blue Door Academy phone greeting and communication protocols in all family and stakeholder interactions.
• Address parent questions and concerns with professionalism and empathy; escalate unresolved issues to the Branch Director.
• Support parent engagement by distributing communications, event reminders, and program updates.
• Create a welcoming environment that reflects the Academy's core tenets: Youth First, Every Family Matters, and Relationships Are the Work.

Records & Administrative Support

• Maintain accurate daily attendance records and submit required documentation on schedule.
• Manage membership files in accordance with organizational, regulatory, and confidentiality standards.
• Support operational compliance by maintaining records aligned with applicable state licensing requirements (see Site Addendum).
• Assist the Branch Director with administrative tasks and reporting as needed.

Site Support & Safety

• Maintain the front desk and reception area as a clean, organized, and welcoming space.
• Monitor site access and follow all visitor management and safety protocols.
• Support emergency procedures and communicate safety concerns promptly to the Branch Director.

Education

• Required: High school diploma or equivalent.

Experience

• Minimum 1 year of experience in customer service, front desk, or administrative support role.
• Experience working with youth, families, or in a community-based setting preferred.
• Prior experience with Boys & Girls Clubs of America or a comparable youth-serving organization preferred.

Required Certifications & Clearances

• CPR/First Aid certification (required within 30 to 60 days of hire; see Site Addendum for site-specific timing).
• Successful completion of all required background checks, fingerprinting, and state clearances prior to employment.
• Additional site-specific requirements listed in the Localization Addendum.

Skills & Abilities

• Exceptional verbal and written communication skills; professional and warm in all interactions.
• Strong attention to detail; accuracy in data entry and record maintenance.
• Proficiency in basic computer applications including email, scheduling tools, and data management systems.
• Ability to manage multiple tasks simultaneously in a fast-paced, people-centered environment.
• Reliable, punctual, and accountable; able to meet the demands of a part-time professional schedule up to 25 hours per week.
• Cultural competence and demonstrated commitment to equity, inclusion, and belonging.

This position requires the ability to sit and stand for extended periods, move throughout program spaces, and actively engage with youth and families throughout each shift. Staff may be required to lift up to 25 lbs. and work in both indoor and outdoor environments.

This job description is intended to convey information essential to understanding the scope of this position. It is not an exhaustive list of skills, efforts, duties, or responsibilities. The Branch Director and organization leadership reserve the right to modify this description as needed.

Employee Signature: ___________________________ Date: _______________

Supervisor Signature: ___________________________ Date: _______________