Guest Services Representative (Part Time)

ABOUT US

Children’s Harbor is a non-profit organization with the mission of strengthening families of seriously ill children through refuge, respite and resources, located in Birmingham and Eclectic, Alabama.

JOB SUMMARY

Description of Job Duties

Guest Services Representative – Children’s Harbor

Provides a range of customer service and administrative support at the Children’s Harbor Family Center reception, and acts as the representative of the center to Children's of Alabama, community groups, government/agencies, and other organizations with whom The Family Center relates.

RESPONSIBILITIES

·        Demonstrates positive interpersonal relations in dealing with client families, physicians, members of Children’s Harbor and Children's of Alabama staff, co-workers within The Family Center, media and community groups/individuals to promote teamwork, efficiency, and high-quality client care

·        Greet, meet and assist all customers that come into the center in a friendly, courteous manner

·        Maintain a high standard of customer service at all times

·        Provide accurate and relevant information to customers over the phone and at the front desk.

·        Attend to customer inquiries and queries promptly, accurately and efficiently

·        Monitor patients and visitors who come to the center

·        Direct and guide customers to appropriate areas.

·        Provide general information about the Center, its services, and programs.

·        Attend to customers who check in and checkout in a timely and efficient manner and ensure safety protocols are followed.

·        Answer, screen, provide follow-up, document, and forward calls and messages to the appropriate source.

·        Establish and maintain an appointment and scheduling system for all assigned personnel.

·        Make sure patients arriving for clinical appointments are registered and clinical staff advised.

·        Collaborate with clinical staff and provide follow-up appointments if necessary.

·        Assist with routine office support and administrative tasks including Word documents, filing, copying, faxing, mailing and preparing correspondence and special projects.

·        Work collaboratively with special teams (activity coordinators, secretary, program development specialist and marketing assistant) to accomplish designated goals.

·        Receive donations and payment for items sold at the Center

·        Encourage customers to complete customer satisfaction survey

·        Assist outside groups with activities as needed in The Family Center

·        Other Duties as required or assigned.

Education and Experience

·        High School graduate equivalent or GED, minimum.

·        Excellent telephone manners and ability to meet the public and present the concepts of the program is a must.

·        Must know how to operate and utilize standard office equipment (i.e. computer, printers, telephones, facsimile machines, calculators, copiers, voicemail, Intranet and Internet, etc.)

Hours

Hours: PRN (Part Time)

Employment: At-Will/Regular

Equipment/Tools/Work Aids

Cell phone

Valid Alabama driver license

Computer

ACCOUNTABILITY

Supervised by

Respite Manager

INTERPERSONAL COMMUNICATION

Alert, friendly, unassuming, and capable of communicating with donors, board members, and general public. Must deliver excellent customer service. Must have high integrity and ability to maintain confidentiality of all information received. Must maintain an organized, efficient, and accurate system of managing the daily work. Must exercise good judgement, have a high level of initiative, and require very little supervision. Must have a high level of professionalism in both his/her attitude and interactions, effective verbal and written communication skills with staff and general public, and understanding of the Children’s Harbor mission, as well as the mission of each program at the Family Center.

Requires strong computer and Internet research skills, flexibility, excellent interpersonal skills, project coordinating experience, and the ability to work well with all levels of internal management and staff as well as outside clients and vendors. Sensitivity to confidential matters will be required.