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, includi…