Guest Service Agent - On Call

JOB DESCRIPTION: Guest Service Agent Reports To: Guest Service Agent Supervisor   Salary Band: On Call (All Shifts Weekdays / Weekend) POSITION SUMMARY: The Guest Service Agent provides program support services across assigned shifts (morning, evening, overnight, or weekend). This role ensures a welcoming and safe environment for program participants while providing attentive customer service. The Guest Service Agent is responsible for maintaining confidentiality, supporting residents, intervening in conflict or crisis situations when needed, and ensuring smooth daily operations. ESSENTIAL DUTIES * Maintain a safe and welcoming environment for all residents and visitors. * Monitor facility activity and report concerns or incidents timely. * Provide support to residents including answering questions and offering resources. * Complete required documentation and logs accurately and consistently. * Assist in crisis or conflict situations using trauma-informed and de-escalation techniques. * Maintain confidentiality and comply with organizational policies and procedures. * Participate in ongoing training to enhance knowledge of program services. * Collaborate with staff and volunteers to promote a supportive community environment. CRITICAL COMPETENCIES  * Strong communication and interpersonal skills * Ability to respond calmly in crisis situations * Professionalism, confidentiality, and discretion * Attention to detail in documentation and reporting * Cultural sensitivity and trauma-informed approach * Dependability and accountability in assigned duties QUALIFICATIONS: * High school diploma or equivalent required; relevant coursework preferred. * Experience working in human services, shelter, residential, or customer service settings preferred. * Ability to work flexible or rotating shifts, including nights and weekends. * Strong problem-solving and conflict-resolution skills. * Comfort working with vulnerable populations in a dynamic environment. * Above-average computer skills, including the ability to navigate databases, email systems, and documentation platforms.   PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to handle or feel; reach with hands and arms; and talk or hear. The employee is required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.   WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly exposed to airborne pathogens. The noise level in the work environment is usually moderate.   EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: Gateway Center is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Gateway Center also takes affirmative action to employ, and advance in employment, qualified women, minorities and covered veterans. Gateway Center also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans With Disabilities Act and applicable state laws.