Guest Service Associate

Metropolitan Ministries•Dade City, FL

12d

About The Position

The Pasco Guest Service Associate provides customer service and hospitality to Metropolitan Ministries guests and callers at the Family Support Center front desk, by phone, and through web platforms. The role provides guests with resources, uses Clarity (HMIS) and DSS check-in, and requires knowledge of Trauma Informed Care, multitasking, and working under pressure. The associate supports accurate and timely data collection, helps maintain a smooth guest flow, prescreens applicants, shares community resource information, and directs guests to appropriate staff or services. The role also handles calls, escalates serious or emergency issues, performs clerical duties, maintains the reception and waiting areas, and assists the Family Support Center team and organizational events as needed.

Requirements

High school diploma or equivalent.
At least 1 year of experience in social services, customer service, or hospitality.
Willingness to continue education about homelessness and Trauma Informed Care and to develop professional skills through relevant seminars, conferences, and workshops.
Comfort working with poor and homeless families and individuals.
Understanding of poverty, maturity, strong interpersonal skills, and ability to work professionally and diplomatically with low socio-economic and diverse populations facing crisis situations.
Knowledge of community resources available to the homeless population.
Ability to de-escalate guests approaching verbal or physical violence.
Ability to work as part of a team within a multidisciplinary framework.
Ability to guide volunteers as needed.
Strong computer literacy, including ample experience with Microsoft Office (Excel, Outlook, PowerPoint, Teams, and Bookings) and existing knowledge of, or ability to learn, guest databases.
Customer service skills and oral and written communication skills.
Adequate hearing and speaking ability.
Ability to work outdoors in sunlight and higher temperatures on occasion.
Physical, emotional, and spiritual stamina to handle job-related issues and stress.
Ability to lift 20 lbs. or more.
Legal authorization to work in the United States.
Ability to communicate effectively in English.
Must pass required pre-employment background and drug testing.

Nice To Haves

Experience working or volunteering with families and individuals who are homeless, at risk of homelessness, or experiencing mental health or substance abuse issues.
Bilingual ability.

Responsibilities

Ensure data collection follows department guidelines and that data reporting is timely and accurate.
Offer services with a smooth and timely guest flow and support the fulfillment of Metropolitan Ministries’ mission during guest interactions.
Prescreen applicants to determine needed services.
Provide community resource information about other agencies, organizations, and ministries.
Greet guests, volunteers, staff, and visitors warmly.
Follow sign-in and sign-out procedures for people entering the building.
Receive guest documents and questions, determine needs, and direct guests to appropriate staff or resources.
Handle guest information professionally and maintain confidentiality.
Monitor Clarity (HMIS) use, verify Clarity numbers and services received, and ensure accurate data entry.
Manage incoming phone calls and guests promptly and professionally, using Trauma Informed Care and hospitality; route calls or provide referrals.
Escalate guests with serious or emergency issues to an appropriate outreach team member promptly.
Perform assigned clerical duties, including filing, photocopying, typing, and scanning.
Keep the waiting room and reception area clean and neat.
Assist the Family Support Center Team with its functions and responsibilities as needed.
Work collaboratively with the team to meet guest needs.
Participate in Metropolitan Ministries events, holiday efforts, and fundraising events when needed.
Perform other duties as assigned.

Benefits

Group health, vision, and dental coverage at affordable rates, with optional family coverage.
Preventive care is covered at 100% on all plans.
PTO for full-time and part-time employees.
11 days of PTO and 10 paid holidays annually.
Option to participate in a 401(k) 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 YMCA membership.