First Impressions Specialist

TEAM PURPOSE

To create a welcoming, safe, and supportive first point of contact for job seekers. The team ensures every individual feels valued, respected, and empowered by providing clear guidance on available services, assisting with registration, and seamlessly connecting them to their next step.

POSITION SUMMARY

Creates an environment where job seekers feel valued, respected, and supported. This role focuses on human connection, emotional support, and reducing anxiety or uncertainty at the first point of contact.

MAJOR RESPONSIBILITIES

•  Provides a warm, trauma-informed welcome to all walk-in customers.

•  Checks customers in using the appointment or event schedule.

•  Verifies whether the customer has an appointment, is attending a scheduled event, or needs to see the assessment team — and routes accordingly.

•  Uses calming, empathetic communication to reduce anxiety and foster trust.

•  Maintains a clean, welcoming front lobby environment.

•  Notifies appropriate staff when a customer arrives or needs assistance.

•  Guides customers through available services and resources, explaining next steps clearly.

•  Troubleshoots customer concerns (e.g., confusion, frustration, accessibility needs).

•  Provides registration support (e.g., account setup, form completion).

•  Monitors waiting area to proactively check in on customer needs.

•  Collects and logs customer feedback to identify pain points or service gaps.

•  Escalates unresolved service issues or barriers to the appropriate team.

•  Performs other related duties as assigned.

An employee must be able to perform the essential functions of the job with or without reasonable accommodation.

KNOWLEDGE, SKILLS, QUALIFICATIONS

•  High school diploma or equivalent required; associate degree preferred.

•  One to two years of experience in front-desk, customer service, or reception roles.

•  Strong verbal communication and interpersonal skills.

•  Ability to de-escalate situations and provide calm, empathetic service.

•  Proficient with basic office technology, including scheduling software and email systems.

•  Bilingual (English/Spanish or English/Creole) preferred but not required.

COMPETENCIES/ABILITIES

Customer Focus: Builds trust and rapport with all visitors by ensuring every individual feels welcomed and supported.

Composure: Maintains a calm and professional demeanor under pressure, especially when managing multiple customers.

Interpersonal Savvy: Navigates various personalities and situations with professionalism and empathy.

Listening: Demonstrates active listening and adjusts communication based on customer needs.

Patience: Remains supportive and helpful, especially with customers who may be confused or frustrated.

KEY JOB BEHAVIORS

Support: Collaborates effectively with coworkers and management. Promotes service excellence by fostering a cooperative and respectful work environment.

Customer Service: Consistently demonstrates empathy, professionalism, and responsiveness to customer needs. Takes initiative to resolve concerns and exceed expectations.

Communication: Communicates clearly and respectfully in both verbal and written formats. Actively listens, builds rapport, and adjusts communication style for different audiences.

Effectiveness: Reliably completes tasks and meets deadlines. Demonstrates strong follow-through and prioritizes work effectively to support team and customer outcomes.

Job Knowledge: Applies knowledge and skills effectively in daily tasks. Strives to increase expertise and ensures accuracy and quality in work products.

TRANSPORTATION

Reliable transportation and the ability to travel in personal or commercial vehicles as required to accomplish assigned duties. If traveling in your personally owned vehicle, valid vehicle insurance is required.

WORK ENVIRONMENT

The working conditions are typical of a professional office environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to stand; walk; sit; climb or balance; and stoop, kneel, crouch or crawl; and talk or hear. The employee may occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to perform the major responsibilities unaided or with the assistance of a reasonable accommodation.

OTHER DUTIES

Please note this job description is not designed to cover or contain a complete listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time.

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