Front Desk Guest Services Specialist

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. 

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