The Front Desk Clerk is a key position in our Downtown Center, providing support directly to clients, community members, and staff. Under general supervision of the Front Desk Team Leader, the Front Desk Clerk is responsible for front desk, client and customer service, sharing essential information, assisting YWCA members and clients, and is the first line point of contact for the Downtown Center.

Responsibilities:

• Using the knowledge of YWCA programs and policies, promote our YWCA and our mission in the community.
• Interact with other staff members and volunteers to meet administrative needs.
• Works with the onsite program staff and Front Desk Team Leader to assure consistent and comprehensive communication between front desk staff and clients who participate in services in the building.
• Interacts with clients in the supportive manner of a caring professional communicating about client needs with the correct staff member.
• Seek support from direct supervisor and on-call Keys of Hope staff for client interactions or other needs.
• Participate in annual de-escalation training and promotes de-escalation techniques when working with clients.
• Meet at least once a week with Front Desk Team Leader for one-on-one supervision.
• Answer phone and share messages with appropriate program managers or staff. Refers questions to other leadership or program staff, as needed.
• Maintain up-to-date community resource information in an organized, accessible manner.
• Understand the needs of programs and communicates information as appropriate to leadership and program staff to assure safety and security and any other concerns that may come to the attention of the front desk.
• Attend once a month mandatory front desk meetings
• Distribute client mail and update forwarding address for Keys of Hope clients.
• Maintain security of the building by remaining alert to who is in the building and what is going on.
• Sorts, dries, and organizes in-kind donation
• Recognize the need for staff’s personal privacy, answers telephone and directs caller to appropriate staff or takes messages. Follows up with customers and is solution focused.
• Accept payments and records receipts.
• Keep lobby and desk area in a clean, professional manner and maintains responsibility for the lobby.
• Maintain confidentiality.
• Other duties as assigned.

Qualifications:

• As the first line of communication with many clients and community members, the Front Desk Clerk is a critical role. Specifically, YWCA seeks candidates with the following characteristics and abilities for this position.
• Ability to multi-task and remain positive and solution focused even during challenges.
• Passion about working in an organization that values and promotes antiracism, diversity, equity, and inclusion. Embraces and actively promotes an inclusive and equitable work environment for all.
• Strong attention to detail, excellent judgment, and the ability to work without close supervision.
• Proficiency in Outlook Office.
• A minimum of a high school diploma and relevant experience