United Way of Greater Rochester and the Finger Lakes
Job Description: Building Reception & Connection Specialist
Join the team!
United Way of Greater Rochester is a dynamic and collaborative work environment comprised of dedicated professionals who are driven to make our community a better place. Join our team and make an impact serving Greater Rochester with your time and talent.
Mission
Our mission is to mobilize the goodwill and resources of our community so that everyone can thrive.
Values
Our core values define who we are and how we serve our community. Within our organization and the communities, we serve, we act consistently with integrity, action, caring, and teamwork.
Culture Statement
We are committed to creating a welcoming environment that embraces, values, respects, and encourages people to show up as their authentic selves to produce their best work. Together we ensure that processes, policies, and practices foster fairness, belonging, and equity that reflect the views and values of all people within all levels of our organization.
Benefits
Our benefits package includes health, dental, and vision insurance, a 403(b)-retirement plan, life insurance, flexible spending account, and health savings account. United Way provides 14 paid holidays a year (thirteen days off and two ½ days), and you receive your birthday off. United Way is also pleased to offer two personal days, two volunteer days, 12 sick days, and 3 weeks of vacation per year, all prorated in your first year of employment.
- Hybrid working arrangements
A great place to work begins with its PEOPLE!
Driven by our mission and a shared set of values, our team of more than 90 talented professionals are dedicated to doing meaningful work in the community.
Come and join the Team! United Way employees enjoy a competitive benefits package including paid time off, health insurance options with a generous employer contribution, flexible and hybrid work schedules, retirement benefits with above standard employer contribution, a 37.5-hour work week, and more.
We’re looking for people who are self-starters; excel in a collaborative team environment; have a passion for making a difference; and are natural relationship builders with proven success in making lasting connections.
Summary
Serves as the face of United Way responsible for greeting all building entrants, visitors, and guests, assisting them with check-in, visitor status confirmation, and connection and/or navigation to their appointment or desired destination. Provides relevant information on additional services and community resources, based on the individual circumstances of each visitor. When necessary, may assist with the welcoming and coordination of guests attending group events hosted at United Way, working with UW, and building partner staff, vendors, and supporting agencies.
Essential Functions
- Creates a welcoming and exceptional customer service experience for visitors, callers, and all others doing business with United Way or its building partners.
- Maintains reception area daily checking for cleanliness and orderliness.
- Assists walk-in clients and visitors with questions or connecting to their appts.
- Orients program participants to building and connects them to their meeting space.
- Handles internal and external calls efficiently and routes calls accordingly.
- Assists callers with a broad range of human service issues.
- Trained in utilizing 211 and/or My Way Finder and serving as the point person for UW to be a community-based front-door advocate for people seeking services.
- Responds to general inquiries and delivers basic knowledge of United Way of Greater Rochester and the Finger Lakes funded agencies and services.
- Respond to general inquiries and deliver basic knowledge of building partner agency purposes and capabilities.
- Monitors visitor behavior in waiting areas to identify and assess the situation and de-escalate or resolve any problems or complaints; notifies appropriate staff if intervention is required.
- Manages coordinating common space scheduling for UW and all building partners.
- Updates Bright Board daily as needed.
- Assists Business Service Center (BSC) and Facilities with general common space upkeep, setup, and transitions as needed.
- Route mail and delivery of packages to BSC and/or building partners.
- Assures updates are made to employee and partner agency phone listings.
- Maintains auto attendant dialogue.
- Participate in building council meetings, and documents, and address concerns promptly.
- Function as an intermediary for building operational needs and route questions/concerns for appropriate resolution.
- Implements United Way’s safety policy by maintaining sign in/sign out log for visitors and adhering to the emergency alert standard operating procedure.
- Administrative support as able for a variety of UW departmental needs
- Close reception area daily according to standard operating procedure
Expectations
- Consistently demonstrates the values (I-ACT) and mission of the United Way
- Customer/Client Focused
- Flexible with the ability to multitask while working with all levels of staff, volunteers, clients, and community partners.
- Performs other duties as assigned.
Skills and Competencies
- Bilingual (in Spanish or other primary language) with excellent oral and written skills in English and the secondary language preferred.
- Excellent interpersonal and communication skills.
- Exceptional customer service skills
- Sensitivity to confidential visitor information is required.
- Ability to demonstrate a welcoming attitude, especially when giving directions to callers and visitors.
- Proficiency in Microsoft Office Suite
- Organizational management
- Time management
- Problem-solving ability
- Typing skills
- Ability to prioritize and work well independently.
FLSA Classification: Non-Exempt
Salary: $19.00 – $23.00 per hour
Reports to: Interim Director of Special Projects and Administrative Services
Supervisory Responsibility: None
Travel: No regular travel is expected.
Required Education and Experience
AAS Degree and 3 years experience in a related customer service field; or equivalent combination of education and experience
Preferred Education and Experience
AAS degree required, certifications in the customer service field preferred.
How to Apply
CLICK HERE to apply.
United Way is committed to equal employment opportunities for all employees and applicants for employment. United Way prohibits discrimination against employees and applicants in all aspects of employment including but not limited to recruitment, hiring, compensation, promotion, training, leaves of absence, benefits, termination, employer-sponsored activities, social and recreational programs, and recognition. United Way prohibits discrimination against all legally protected classes including age, color, creed, disability, domestic violence victim status, gender expression, gender identity, genetic predisposition, marital status, military status, national origin, parental status, political affiliation, pregnancy-related condition, prior arrest/conviction record, race, religion, reproduction health choices, sex, sexual orientation, or other non-merit-based factors.
