Job Description
Job Description
Welcome Lobby Lead
Client: DC Government Agency
Location: H Street NE, Washington, DC (Onsite)
Benefits: Paid Holidays and Paid Sick Leave
Employment Type: Long-Term Contract with Option Years
Position Summary
We are seeking a customer-focused and experienced Welcome Lobby Lead to support a DC Government Agency at its Service Center located on H Street NE. This is an onsite, long-term contract opportunity with option years for continued employment. The Welcome Lobby Lead will serve as a team leader for Welcome Lobby Ambassadors while ensuring customers receive exceptional service and efficient assistance throughout their visit.
Key Responsibilities
Team Leadership
- Lead Welcome Lobby Ambassador projects as assigned by management.
- Provide peer-to-peer coaching and mentoring to new Welcome Lobby Ambassadors.
- Demonstrate and reinforce Lobby Management Standard Operating Procedures (SOPs).
- Model professional customer service behaviors and best practices.
- Support continuous staff development through training and guidance.
Customer Service
- Welcome customers to the Service Center with a professional, friendly, and positive attitude.
- Engage customers to understand their needs and determine the appropriate next steps.
- Set clear expectations regarding available services and processes.
- Ensure each customer interaction concludes by confirming all questions or concerns have been addressed.
- Utilize the Workflow Management System and Deli Ticket equipment to:
-
- Record customer information and reason for visit.
- Issue queue tickets.
- Direct customers to the appropriate waiting area.
Front Desk Support
- Assist Service Center Specialists (SSAs) and leadership with customer triage.
- Review case information within the Workflow Management System.
- Enter customer tasks into the appropriate processing queues.
- Verify customer needs and ensure accurate task routing.
Welcome Center Support
- Assist customers with document drop-off and pick-up.
- Answer general program and service questions.
- Demonstrate the District Direct Mobile App.
- Assist customers with Online Fillable Forms and other self-service resources.
Back Office Support
- Assist SSAs by scanning and tagging documents to maintain workflow efficiency.
- Scan, index, and tag documents following established procedures.
- Utilize Workflow Management Systems, Document Imaging Systems, Eligibility Status Reports, and related technology.
- Identify quality issues and communicate recommendations to supervisors to improve operations and customer service.
Qualifications
- Demonstrated ability to master customer service practices, back-office processes, and software systems.
- Experience leading, coaching, mentoring, or training team members.
- Strong interpersonal and communication skills with the ability to lead by example.
- Excellent customer service skills with the ability to actively listen, assess customer needs, and provide appropriate guidance.
- Ability to work in a fast-paced, high-volume customer service environment.
- Strong organizational skills and attention to detail.
- Proficiency with computer systems and the ability to quickly learn new software applications.
- Ability to maintain professionalism, confidentiality, and accuracy while handling sensitive customer information.
If you are passionate about customer service, enjoy mentoring others, and thrive in a dynamic public service environment, we encourage you to apply.