Program Support Specialist

Goodwill of Southern Nevada; Henderson (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Goodwill of Southern Nevada is seeking a Program Support Specialist to manage reception and common areas at the assigned location and to be the first point of contact for Mission Services participants and customers.

You will answer calls, provide information about services, schedule appointments, and assist visitors and job seekers with emails, resumes, and online applications. The role requires strong communication, reliability, and organizational skills within a team-driven environment.

Qualifications

• Proficiency with Microsoft Office suite, especially Word and Excel.
• Strong interpersonal and communication skills.
• Proven reliability and meeting attendance expectations.
• Bilingual English/Spanish is a plus.

Responsibilities

• Answers and routes all incoming calls to the appropriate parties; messages taken only in emergencies or when transferred to reception area.
• Provides information regarding services available through Mission Services.
• Schedules appointments for Mission Services staff as needed.
• Maintains sign-up sheets and documentation of job seekers for services.
• Assists job seekers in the resource center with emails, resumes and online applications as needed.
• Pre-screens participants and reviews paperwork for supportive services.

Skills

Microsoft Office

Customer service

Interpersonal skills

Communication skills

Reliability

Education

High School/GED completion

Tools

Word

Excel

Job description

ESSENTIAL EXPECTATIONSESSENTIAL EXPECTATIONSDiversity, Equity, And Inclusion ExpectationsGoodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.Safety ExpectationsAt Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.POSITION EXPECTATIONPOSITION EXPECTATIONSPosition SummaryThe Program Support Specialist is responsible for overseeing the day-to-day operations of the reception and common area spaces of their assigned location and for being the first contact for assisting the Mission Services participants and Goodwill customers and team members that enter Mission service areas.ResponsibilitiesAnswers and routes all incoming calls to the appropriate parties. Messages will not need to be taken unless it is an emergency, or the call is transferred back to the reception area.Gives information regarding services available through Mission Services.Schedules appointments for Mission Services staff as needed.Maintains sign-up sheets and other documentation of job seekers up for services.Assists job seekers in the resource center with emails, resumes and online applications when needed.Pre-screens participants and review paperwork necessary to receive supportive services.Copies I-9 information for Intake and Mission staff as needed.Keeps daily count of new and returning visitors.Ensures the reception area is attended during operation hours.Handles tracking of all visitors with the log and distributes all Board Members ID Badges when they arrive for special meetings or events if necessary.Closes out the office area at the end of the day – which includes turning off all machines/lights, forwarding the calls to night ring, securing all doors in the lobby and reception area.Assists in any other projects or tasks as determined by management.Core CompetenciesJob KnowledgePossesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.DependabilityMeets deadlines and works autonomously. Focused, punctual, and maintains consistentattendance. Accountable and can be relied upon during challenging and unexpectedsituations.Service OrientedSupports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.TeamworkWorks collaboratively and respectively with others and is sensitive to team memberengagement. Communicates openly seeking and providing support. Shares knowledge,provides assistance, and contributes well as a leader, facilitator, or participant. Accountableto team.Job Specific CompetenciesPatienceAccepts or tolerates delays or problems without becoming anxious or unprofessional. Steadfast despite opposition, difficulty or adversity. Maintains ability to meet goals, sustain services, collaborate with coworkers, and overcome obstacles.ProfessionalismConsistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.ProductivityEffectively problem solves while managing workload and time. Work produced in an accurate, consistent manner. Prioritizes and efficiently meets goals, objectives and deadlines. Assists others to ensure productivity. Makes a meaningful difference.ApproachabilityConveys a positive, inviting, and easy to talk to demeanor. Sensitive to the concerns of others. Holds confidence and builds rapport with all levels of team members. Displays interpersonal skills.Environmental FactorsMajority of duties will be performed in an office environment with regulated temperatures.Physical FactorsMust be able to lift, carry, push, and pull a minimum of 25 pounds.Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, carrying, sitting at a desk, and working on a computer.Education, Experience and RequirementsRequiredProficiency with Microsoft Office suite, including a strong emphasis on Word and ExcelHandles numerous calls promptly; has exceptional phone skills that can place people on a continuous hold and answer their calls in turn as well as manage the line in the main lobby.Proven reliability and meeting attendance expectationsMust possess strong interpersonal skills with excellent communication skills.Exhibits a high level of integrity and business ethics.Exhibits a high level of adaptability and flexibility.PreferredHigh School/GED completion preferred.Minimum of 2 years of experience as a receptionist or administrative assistant preferred.Bilingual (English and Spanish) a plus.