First Impressions Specialist

TEAM PURPOSE

Creates a welcoming, supportive, and accessible entry point into services by ensuring every customer feels
respected, informed, and connected to the appropriate next step in their journey. The team helps reduce
confusion, ease anxiety, and strengthen customer confidence through compassionate, customer-centered
support and clear guidance.

POSITION SUMMARY

Serves as the first point of contact for customers entering the Career Center and helps create a positive,
supportive, and respectful experience from arrival through initial service connection. This role welcomes
customers, assists with check-in and basic navigation, provides clear information regarding available services
and resources, and helps ensure individuals are connected to the appropriate team, resource, or next step
based on their needs.

COMPENSATION

$22.84 per hour.

MAJOR RESPONSIBILITIES

Customer Welcome & Engagement

– Greet and welcome customers in a respectful, compassionate, and professional manner to create a
positive first impression.
– Use active listening, empathy, and trauma-informed communication to help reduce customer anxiety,
confusion, or frustration.
– Foster a welcoming and supportive environment where customers feel comfortable seeking
assistance.

Customer Check-In, Navigation & Service Coordination

– Assist customers with check-in, appointment verification, and basic Career Center registration
processes.
– Provide clear information regarding available services, orientations, and next steps using plain,
customer-friendly language.
– Connect customers to the appropriate staff, functional team, workshop, or service area based on the
purpose of their visit and identified needs.
– Collaborate with staff and functional teams to support seamless customer transitions and positive
customer experiences.

Customer Experience & De-Escalation

– Respond calmly and respectfully during challenging situations and utilize de-escalation techniques
when needed.
– Support accessibility and accommodation needs in alignment with ADA and organizational standards.

Front Lobby & Environment Management.

– Ensure the reception and lobby environment remains clean, calm, safe, and welcoming.
– Assist customers with navigating the check-in system and monitor customer flow to support a smooth
and positive customer experience.

Team Collaboration & Continuous Improvement

– Participate in training, team meetings, and continuous improvement activities while collaborating
closely with the Customer Experience Specialist, Reemployment Support Specialists, and Intake
Specialists to support continuity of customer service.
– Contribute to a respectful, collaborative, and customer-centered workplace culture.
– Perform other related duties as assigned.

KNOWLEDGE, SKILLS, QUALIFICATIONS

– High school diploma or equivalent required; associate degree preferred.
– One to two years of experience in front-desk, customer service, reception, or other customer-facing
roles preferred.
– Strong verbal communication, interpersonal, and active listening skills.
– Ability to remain calm under pressure and provide empathetic, customer-centered support during
challenging situations.
– Proficiency with basic office technology, including scheduling software, email systems, customer
check-in tools, and digital service platforms.
– Ability to assist customers with technology navigation and self-service resources in a clear, supportive,
and customer-friendly manner.
– Bilingual (English/Spanish or English/Creole) preferred but not required.

COMPETENCIES/ABILITIES

– Time Management: Effectively prioritizes tasks, uses time efficiently, and meets deadlines while
managing multiple responsibilities.
– 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.
– Integrity and Trust: Handles sensitive information confidentially and ethically.

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 required to perform the essential functions
of this position. The employee may occasionally be required to stand, walk, bend, stoop, or lift and/or move up
to 20 pounds. This position requires the ability to communicate effectively and to operate standard office
equipment. The employee must be able to perform the essential functions of the position with or without
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.