Guest Services Associate

About Community Action House
Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values. Learn more at www.communityactionhouse.org.
In October 2021, we launched our new ‘Food Club & Opportunity Hub’ to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we publicly launched our expansion of Lakeshore Food Rescue (www.lakeshorefoodrescue.org).
Organizational budget: $9M-10M (inclusive of $5M in-kind support)Agency Size: 60-70 staff and 2,300+ annual volunteers
Our ValuesWho we are. Who we aspire to be. What drives us. What unites us. Learn more, here!- Radically Welcoming- Guest-Centered- Lead with Kindness- Curiosity-Driven- Always Improving- Collaborative by Design- Contagious Commitment- One Team
Position DetailsPosition Type: Part-time, 20-25 hours/weekOvertime Status: Non-ExemptReports To: Assistant Manager, Guest Services Direct Reports: NoneDepartment: Guest Services & Resource NavigationPrimary Location: Food Club & Opportunity HubCompensation & Benefits: $16.50- $18/hour, bilingual Spanish rate differential
SummaryThe Guest Services Associate is an essential part of the Community Action House team. This important role sets our standard to be a Radically Welcoming and Guest-Centered organization for our guests. The Guest Services Associate must provide excellent customer service, welcome all clients and visitors with respect and compassion, make quick decisions, and effectively manage administrative tasks all in an often fast-paced environment. This position supports our programming by registering guests for memberships, providing internal and external referrals, distributing diapers and formula, answering phones, and maintaining a clean and Radically Welcoming environment. Working proficiency in spoken Spanish is strongly preferred.

Responsibilities & Essential Duties

• Create and maintain a Radically Welcoming and Guest-Centered environment for Food Club and Opportunity Hub members.
• Provide day-to-day membership tasks, including intakes, membership sign-ups and renewals.
• Answer incoming calls promptly and manage the voicemail system.
• Direct guest inquiries to the correct departments and program areas.
• Provide outstanding customer service and support.
• Manage guest services space, including front desk, opportunity hub and coffee area.
• Balance the cash drawer.
• Manage diaper/wipes and formula inventory.
• Follow process for daily opening and closing procedures. 
• Other duties as assigned.

Supervision Received

• Specific Direction: Receives detailed work instructions or guidance for performing repetitive tasks. Supervisor monitors progress and provides feedback or correction as needed to ensure that tasks are completed according to expectations.

Supervisory Responsibilities

• None: Does not have formal people leading (supervisory) responsibilities.

Education & Experience

• No prior experience required 
• No supervisory experience required
• High School Diploma required; or in place of a degree, equivalent years of experience
• Valid driver’s license (or ability to obtain)
• Bilingual Spanish proficiency required

Qualifications

• Customer service experience
• Integrity, positive attitude, and self-directed, with a strong commitment to continuous improvement
• A consummate team player with a flexible and creative approach within a collegial, yet demanding, work environment
• Ability to work effectively in collaboration with diverse groups of people
• An individual who is able to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities
• Working knowledge of google applications and platforms
• Ability to priorit