THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

Adele and Robert Stern Red Shield Community Center Englewood

Position Description

POSITION TITLE: Welcome Desk Attendant

LOCATION/DEPT: Adele and Robert Stern Red Shield Community Center

REPORTS to (TITLE): Corps Officer

FLSA CATEGORY: Non-Exempt

STATUS TYPE: RFT or RPT

OUTCOMES

Visitors to the Red Shield will be greeted in a compassionate, helpful and efficient manner. Incoming phone calls will be answered promptly and courteously.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Guests and Visitors
   1. Ensure the most enjoyable experience for all Red Shield Englewood Corps Community Center visitors.
   2. Must be able to provide customer service contact for visitors entering the facility and that they be able to provide direction and answer questions as needed.
   3. Maintain information material to ensure that visitors have access to needed material.
   4. Maintain awareness of all Red Shield center and programs in order to share information to guests and visitors.
   5. Greet guests and visitors enthusiastically and cheerfully.
   6. Be the primary phone-answering agent.
   7. Answer all incoming calls quickly and politely, ability to answer basic questions about facility wide events and programs.
2. Maintenance and Safety
   1. Maintain all public and restricted areas in a neat and clean fashion. This is inclusive of, but not limited to: cleaning equipment, removing trash and debris, vacuuming and sweeping, dusting and wiping down welcome desk.
   2. Ensure Guest safety, immediately rectify and/or report any potentially unsafe conditions to Corps Officer or Administration staff.
   3. Assist and direct visitors in moving about the facility to avoid crowded conditions and maximize service efficiently.
   4. Will report any suspicion of Child Abuse to the Corps Officer or Administration Staff.
   5. Generate legible and accurate accident and incident reports as required and forward to supervisor in time frames established.
   6. Notify security of any problems in registration area.
3. All other duties as assigned.

REPORTING RELATIONSHIPS

This position reports to the Corps Officer.

In contacts related to this position's duties, this individual acts as a representative of The

Salvation Army and its mission.

PERFORMANCE MEASURES

This individual will be evaluated on how effectively the outcomes of this position are achieved.

Timeliness and accuracy of accomplishing assigned goals will be reviewed and an evaluation of how effectively service is provided.

A 30, 60, and 90-day performance review will be conducted.

EDUCATION/EXPERIENCE

• High school diploma or GED required.
• 1 year of experience in customer service with administrative duties.
• Experience with a computer based work environment preferred, such as Word, Excel, PowerPoint and Outlook or Lotus Notes.

COMPETENCIES

• Willingness to promote the mission of The Salvation Army and seeing the integration of Christian faith and services in a community center setting.
• A professional style that is responsive to guest's expectations/needs/concerns.
• A service orientation and excellent guest relations; anticipating and responding to the needs of clients, employees and management.
• Must be attentive to and work appropriately with culturally and socio-economically diverse client population.
• The ability to deal with challenging customer situations.
• An ability to multi-task and remain calm under pressure.
• Knowledge of the Army's history, mission, and structure, as well as its services, policies and procedures.
• An understanding of customer service, the principals of guest relations and security protocols.

POSITION LIMITATIONS

This individual will only commit Army resources that have been allocated or approved.

This individual will keep the Marketing Manager informed of all critical issues relating to their area of responsibility.

This individual will adhere to all Army policies and procedures in carrying out the responsibilities of this position.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This position is required to do moderate physical work.
• In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and a PC.
• At times they will be expected to participate in community center activities.
• The work environment for this position includes a community center environment with a medium to high noise level.
• Must be able to lift and carry 50 lbs.
• Maintain positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors. This would include but not be limited to such actions: resolution of conflicts in a positive manner; courteous treatment of staff, clients and visitors; respect of others' property and person, professional and appropriate communication to and about co-workers, supervisors and subordinates. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.