Customer Service Coordinator

Position Summary

The Customer Service Coordinator serves as the primary point of contact for all visitors, staff, and stakeholders at Congreso Headquarters, ensuring a professional, secure, and welcoming environment. This role oversees front desk operations and coordinates communication and procedures across security teams at Congreso's facilities. The Customer Service Coordinator is an Essential Employee and reports to work on days when Essential Employees are required to come to work.

This position reports to the Manager of Security. This is an onsite position.

The Customer Service Coordinator applies the principles of the organization's signature service delivery approach, Primary Client Model (PCM™), by promoting a positive employee/client-focused experience that is appreciative of the unique strengths, values and needs that each individual brings; and by using data to inform and drive decision making. Attention is given to compliance, quality assurance, and best practices as they relate to the role.

Congreso is committed to attracting and retaining candidates who have a passion for their work and will serve as ambassadors of the agency's mission, values, and DEI&B vision. We encourage all qualified individuals, including those of diverse backgrounds, differently abled, LGBTQ+, and women to apply. Congreso is an Equal Opportunity Employer.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

functions listed below.

• Represents Congreso's mission, values, and commitment to diversity, equity, inclusion, and belonging and will be an ambassador of our work.
• Serves as the first point of contact for visitors by greeting, welcoming, directing, and announcing guests using professional and culturally responsive communication practices.
• Answers, screens and routes incoming phone calls while providing timely and accurate information.
• Manages front desk operations, including visitor management systems, badging, and access control protocols.
• Receives, tracks, distributes, and occasionally sends, mail, packages, and deliveries using organized and secure procedures.
• Partners with security personnel to ensure a safe, compliant, and secure environment, adhering to emergency protocols and incident reporting standards.
• Supports facility coordination tasks, including scheduling, space utilization tracking, and visitor flow optimization.
• Monitors and escalates facility or security concerns proactively and is a member of Congreso's Safety Committee.
• Collaborates with the Executive Coordinator and other internal stakeholders to maintain and regularly update internal directories, contact databases, and shared resource systems (i.e. Congreso agency directory).
• Utilizes tools (i.e. dashboards, MS Forms, ticketing systems, etc.) to track trends, service metrics, and employee and client interactions.
• Attends and participates in continuing education related to PCM™, which include active participation in quality circles and the maintenance of work according to data established requirements.
• Is an Essential Employee and reports to work on days when Essential Employees are required to come to work.

Competencies (Knowledge, Skills, and Abilities)

All Staff Competencies

• Basic understanding of Congreso's mission, values, DEI&B vision, Mission2Impact, Primary Client Model, programs, and services.
• Demonstrates knowledge and understanding of the community needs and demographics.
• Ability to understand, acknowledge, and assess client needs to provide a timely, trauma informed approach in service.
• Ensures the appropriate handling of sensitive information and understanding for issues such as confidentiality, domestic abuse, child abuse, and mandated reporter requirements.
• Adheres to all Congreso, departmental, programmatic, and security policies, procedures, and guidelines.
• Attends all Congreso trainings and in-services as required, including relevant professional groups to maintain professional, requisite knowledge and licensure.
• Attends, participates, and facilitates relevant staff meetings to promote communication and execution of goals.
• Ability to effectively use standard office equipment, including a variety of common software programs such as Office365, UNIDAD, and other customized databases.
• Follows through on assignments, works in a timely manner, within established deadlines, and completes special projects specific to the function of the department, as needed or as directed by supervisor.
• Demonstrates ability to work independently and collaboratively with diverse groups, in a compassionate, courteous, and respectful manner that fosters an inclusive environment.
• Strong written and verbal communication skills including effective and respectful communication with individuals and groups.
• Bilingual (Spanish/English) written and verbal skills required.

Supervisory Responsibilities:

This position supervises the Part-Time Facilities and Reception Assistant.

Minimum Experience, Education, and Qualifications

Minimum Education:

High school diploma or GED/HISET required, some college level course work a plus.

Minimum Experience:

• Minimum of 3 years' experience working in front office handling, receptionist and customer service responsibilities in nonprofit, healthcare, or social services settings.
• Demonstrated experience working in a high-volume, client-facing environment; experience working with clients in crisis, a plus.
• Experience using digital systems for scheduling, communication, or case tracking, required.
• Solid written and verbal communication skills.
• Ability to be resourceful and proactive in dealing with client related issues that may arise.
• Ability to organize, multitask, prioritize, and work under pressure.

Certification/License:

+40-hour Domestic Violence training certificate from an approved PCADV training program required and may be completed post hire.

MADNT Certification required and may be completed post hire.

Safety Committee Certification required and may be completed post hire.