Guest Service Specialist

SCHEDULE: 40 hours a week, Thursday to Monday, 6:45am – 3:15pm

PAYS: $21.40 - $23.97 per hour DOE - (Salary ranges provided are based on relevant experience and skill set)

LOCATION: 170 Morton Street

SUMMARY OF THE POSITION:

The Guest Service Specialist will assist the guests, callers and visitors of the shelter in learning about and accessing the services we provide, particularly those relating to emergency shelter, food, clothing, medical care, housing services and other referral needs. The Guest Service Specialist will ensure there is a safe and secure environment for guests and staff at Pine Street Inn Shattuck Shelter, intervene with assistance in the development and implementation of a housing pathway by motivating guests to rapidly work on housing and connect guests to appropriate resources. The Guest Service Specialist will also assist guests in connecting with substance abuse, mental health and medical resources when the shelter cannot safely accommodate a guest needs. The Guest Service Specialist is required to provide optimal customer service; stay energized and focused even when demands are ambiguous and strenuous. The Guest Service Specialist is required to enter data into the Homeless Management Information (HMIS) system and to document reports in keeping with agency policy. The Guest Service Specialist is required to make sound decisions and appropriately seeks guidance from a supervisor when needed.

The Guest Service Specialist. will operate, organize and maintain the shelter front desk and related equipment, including a multi-line phone system, security cameras, security screening, and front door entry requests and will be responsive to guest needs as well as requests from other Pine Street Inn staff, vendors, visitors, volunteers as well as the greater Lemuel Shattuck Hospital community.

QUALIFICATIONS:

EDUCATION/TRAINING:

REQUIRED:

• High School diploma or GED

PREFERRED:

• Valid MA driver's license in good standing

• Bilingual English/Spanish

KNOWLEDGE/EXPERIENCE:

REQUIRED:

• Minimum of one (1) year of experience in the Human Services field

• Ability to communicate clearly both verbally and in writing

• Ability to communicate/speak (as well as to listen) in a non-judgmental manner

PREFERRED:

• Knowledge in the areas of addiction, recovery, and mental illness

• Knowledge of issues pertaining to the homeless

• Experience with front line customer service and/or a similar front desk/customer service desk setting

PHYSICAL ABILITIES/SKILLS:

REQUIRED:

• Ability to stand or sit for long periods of time

• Ability to stretch, bend and lift up to fifty' (50) lbs.

• Assist guests up and down stairs, and in-and-out of wheelchairs