Guest Service Associate

About Us:

• If you’re looking for an opportunity to transform the lives of poor and homeless men, women, and children in your community, we may have a job for you.
• Since 1972, Metropolitan Ministries has been providing life-changing solutions for those who are homeless and at risk of becoming homeless in Tampa Bay.
• We are a grassroots, donor, and volunteer-fueled community nonprofit. At Metropolitan Ministries, we serve families in Hillsborough, Pinellas, Pasco, Polk and Hernando counties with compassion, practical help, and a willingness to make a huge difference. 

What we offer: 

· Salary: $18.00 - $19.00  

· Group health, vision, and dental coverage at affordable rates, along with family coverage if you choose to purchase it.

· Preventative care is 100% covered (free) on all plans.

· PTO is offered to full-time and part-time employees. 

· 11 days of PTO and 10 paid holidays annually. 

· Option to participate in the 401K plan with employer match. 

· $15,000 in employee Life Insurance paid for by Metropolitan Ministries.

· Employee Assistance Program

· Option to participate in supplemental group insurance plans at affordable rates.

· Tuition reimbursement program

· Training and career development.

· Discounted membership at the YMCA.

Job Functions: The Pasco Guest Service Associate is responsible for providing exceptional customer service and hospitality to a large and diverse population of Metropolitan Ministries guests and callers at the Family Support Center Front Desk, phones, and web platforms. The Pasco Guest Service Associate will also be responsible for providing resources for guests while properly utilizing Clarity (HMIS) and entering guests in DSS check-in. This position requires knowledge of Trauma Informed Care and the ability to multi-task and work under pressure.

Essential Responsibilities:

1. Takes an active role in ensuring data collection is being performed based on department guidelines and reporting of data is timely and accurate. Ensure services are offered with a smooth and timely guest flow exercising good stewardship and ensure Metropolitan Ministries Mission statement is fulfilled with each guest interaction. 
2. Prescreen applicants to determine what services are needed. Provides community resource information regarding other agencies, organizations, and ministries to meet varying needs of guests. 
3. Greet all guests, volunteers, staff, and visitors with a warm genuine welcome and smile. Follow sign-in and out procedures for all guests entering building. Receive guest documents and questions; determine guest’s needs and directs to appropriate staff member or resource. 
4. Handle all guest information in a professional manner, exemplifying all professional confidentiality standards. Monitor utilization of Clarity (HMIS) usage for verification of Clarity number and services received in Clarity Database. Ensure all data is being entered accurately.
5. Manage a high volume of incoming phone calls and guests in a timely, polite, professional manner using Trauma Informed care and welcoming hospitality; routes calls to appropriate recipient or utilizes community resource knowledge to provide a referral. 
6. Escalates guests with serious, emergency issues to appropriate outreach team member in a timely manner. 
7. Performs general clerical duties as assigned including filing, photocopying, typing, and scanning. Has high level of comfortability learning and using computers and customized software. 
8. Organizes and keeps waiting room and reception area clean and neat at all times. 
9. Assists Family Support Center Team in all functions and responsibilities as needed. Working with a team-oriented focus to meet the needs of Metropolitan Ministries guests.
10. Participates in Metropolitan Ministries’ events and holiday efforts, and other fundraising events when needed and all other duties as assigned. 

Education and Experience:

High school diploma or equivalent. At least 1 year of experience in social services, customer service or hospitality. Experience working or volunteering with families and individuals who are homeless, at risk of homelessness or have mental health/substance abuse issues preferred. Must be willing to continue education on homelessness, Trauma Informed Care and continue enhancing professional skills by taking initiative to attending appropriate job-related seminars, conferences, and workshops. Bi-lingual preferred.

Skills Requirements:

Requires heart for ministry and comfort working with poor and homeless families and individuals. Requires understanding of poverty, a high degree of maturity, strong inter-personal skills, and the ability to work with low socio-economic and diverse populations facing crisis situations in a professional and diplomatic manner. Knowledge of community resources available to homeless population. Ability to deescalate guests on the edge of verbal or physical violence. Ability to work as part of a team within a multi-disciplinary framework. Ability to guide volunteers as needed. Demonstrates strong computer literacy with ample experience utilizing Microsoft Office (Excel, Outlook, PowerPoint, Teams, and Bookings) and existing knowledge or ability to learn new guest databases. Requires customer service with oral and written communication skills. Bi-lingual a plus, but not required.

Physical Requirements:

Must have adequate hearing and speaking ability. Must be capable of working outdoors in sunlight and higher temperatures on occasion. Must have the physical, emotional, and spiritual stamina to handle job-related issues and stress. Must be able to lift 20 lbs. or more.

Other:

Must demonstrate legal authorization to work in the United States. Must pass required background and drug testing pre-employment screening. Must be able to communicate effectively in English.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving individuals throughout our local communities. People of color, women, LGBTQIA+, Veterans and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. 

Metropolitan Ministries is committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 813-209-1083 or via email at [email protected]