Crossroads of Michigan was founded in 1971 in response to a growing number of people in the community who did not have access to the same resources and were not being treated the same as others. 52 years later this continues to be important to us and influences our approach to finding better and sustainable solutions to people living in poverty. Our strength is in our experience, caring power, talent and embrace of social innovation. Our mastery is in resource distribution that is complementary to our new and unique client interventions that rely upon a relationship-oriented approach to being partners in change for those who turn to us in trust. The primary physical resources Crossroads provide are food, hygiene products, clothing, ID restoration/retrieval, and local transportation.
About this Position
The Welcome Center Coordinator will manage the client experience while in the building with the intention of providing the highest level of measurable customer service in support of the mission, vision, and values of Crossroads of Michigan. The coordinator will greet incoming clients, volunteers, and visitors with warmth and respect and provide information about Crossroads’ services and the scheduling and intake processes. The coordinator will work with the Client Impact Supervisor to manage the wait list to minimize waiting times. In addition, the coordinator will maintain the cleanliness of the lobby and waiting area creating a comforting, welcoming environment for clients and visitors to wait.
Essential Job Functions:
- Greet and welcome all clients and visitors by name at the front door in a kind, professional, and courteous manner.
- Determine the nature of the visit (appointment, scheduled visitor, tour, etc.) and confirm their appointment.
- Provide accurate information on wait time.
- Assists wheelchair-bound clients through the front door.
- Ensures clients are aware of any required documentation for the type of appointment they are attending (ID assistance, birth certificate application, etc.).
- If they do not have all documentation schedule them for another appointment
- Promptly communicate client arrivals to office staff (Receptionist and Impact Supervisor) and informs the client of approximate wait time if more than 3 minutes.
- Triages clients seeking services on stand-by basis by working with the Client Impact Supervisor to work the client into the existing schedule or reschedule the client for another day.
- Ensures that quick grab and go food, coffee/bottled water are available in the cooler for clients and their families.
- Ensures the environment is always clean, friendly, and welcoming.
- Monitor interactions in the waiting area and assess escalations or disagreements, diffuse tense, or angry interactions; de-escalate where necessary.
- Immediately alert Client Impact Supervisor of any emergency or potentially dangerous situation.
- Receives incoming deliveries, donations, and mail.
- Alert the Supervisor if leaving the waiting area so an alternate can be temporarily placed.
- Record data to track key performance indicators (KPI’s) in evaluating client satisfaction levels.
- Handle all client information confidentially and discreetly.
- Live in the “world of yes”.
- Collaborate with office administrative staff to ensure efficient and timely flow of clients and visitors.
This job description is intended to describe the general nature and level of the work performed by those assigned to this position. This is not an exhaustive list of all duties and responsibilities. Crossroads of Michigan reserves the right to amend and change the responsibilities to meet operational needs as necessary.
Skills, Education and Experience (Required)
- High School Diploma / GED Equivalent
- Reliable transportation and a valid driver’s license.
- Proficiency with Microsoft Office.
- Willingness to collaborate and work with other departments and staff members.
- Excellent customer service skills.
- Excellent verbal and interpersonal communication skills.
- Ability to work as part of a team.
- Understanding of the client population served by Crossroads.
- Understanding of the services Crossroads provides and other available community resources.
- Ability to physically receive large donations, food deliveries, and/or stand for long periods of time.
- Ability to coordinate several tasks simultaneously while maintaining efficiency and accuracy.
- Must be able to function under stress in a fast-paced environment with competing demands.
Job Type: Part-time
Pay: From $15.00 per hour
Expected hours: 24 per week
Benefits:
Patient demographics:
- Adults
- Children
- Older adults
Schedule:
- 8 hour shift
- Day shift
- No weekends
People with a criminal record are encouraged to apply
Ability to Commute:
- Detroit, MI 48208 (Required)
Ability to Relocate:
- Detroit, MI 48208: Relocate before starting work (Required)
Work Location: In person