Summary

Under the direction of the Administrative Manager and working closely with operations staff, the Front Desk Support & Enrollment Agent provides front desk support, customer service, participant intake assistance, and enrollment services for WRTP|BIG STEP programs. This position serves as the first point of contact for visitors, participants, partners, and callers, ensuring a welcoming, professional, and efficient experience.

The Front Desk Support & Enrollment Agent provides administrative support related to participant intake, scheduling, data entry, record maintenance, recruitment events, orientations, and general office operations. The position is also responsible for maintaining a clean, organized, and professional reception area.

Additionally, the Front Desk Support & Enrollment Agent will become a certified TSA Enrollment Agent for processing enrollments through commercial, state, and federal programs, including TSA PreCheck®, TWIC®, and HAZMAT. The employee performs electronic fingerprinting and biometric data collection functions according to program requirements, operates specialized equipment and software systems, and ensures compliance with all applicable security, confidentiality, and customer service standards.

Essential Duties and Responsibilities:

Front Desk Support:

• Serve as the first point of contact for visitors, participants, partners, vendors, and callers, providing professional and courteous customer service at all times.
• Answer and direct incoming phone calls to the appropriate staff member or department in a timely and professional manner.
• Greet clients, guests, and visitors and direct them to the appropriate person, meeting, classroom, or service area.
• Assist walk-in individuals with general inquiries, program information, intake processes, appointment scheduling, and referrals to appropriate staff.
• Support participant flow and front desk activities to ensure a positive and welcoming experience for all visitors.
• Understand and communicate program offerings, enrollment requirements, eligibility criteria, and available services.
• Conduct initial program intake for walk-ins.
• Perform data entry and maintain accurate participant information, records, and databases.
• File, scan, organize, and maintain physical and electronic records in accordance with agency procedures and confidentiality requirements.
• Assist with administrative and clerical functions, including document preparation, copying, mail distribution, and records management.
• Provide support to program staff related to General Information Sessions, BIG STEP Orientations, recruitment activities, outreach efforts, and special events.
• Maintain a clean, organized, and professional reception area, including light housekeeping duties such as tidying the lobby, organizing materials, and replenishing informational resources.
• Assist with special projects and other duties as assigned.
• Maintain confidentiality of all agency files, participant records, business information, and contractual agreements.
• Represent WRTP|BIG STEP, its members, participants, partners, and stakeholders in a professional manner at all times.

Enrollment Agent:

• Provide enrollment services to clients for TSA Precheck, TWIC, HAZMAT programs – (additional information can be found at https://universalenroll.dhs.gov/).

• Very strong communication skills, including greeting and directing clients and guests in a professional and consistent manner and understanding and communicating programs, enrollment, and eligibility processes.
• Understand and communicate programs, enrollment and eligibility process
• Perform basic maintenance and troubleshoot issues with fingerprinting equipment, including computer hardware and software.
• Obtain successful customer fingerprint images and capture biometric information to meet or exceed program standards.
• Verify customer identity and scan required documents into database system.
• Successfully complete required biometric and data capture processes and paperwork on each customer.
• Adhere to all company and departmental employment policies regarding security and confidentiality.
• Other duties as appropriate.
• This job description provides a general but not comprehensive list of the essential responsibilities and qualifications required. It does not represent a contract of employment. WRTP/BIG STEP reserves the right to change the job description and/or posting.

Requirements

Required Skills

• The successful candidate must be able to pass TSA security background check, please go to salenuniversalenroll.dhs.gov/ to check your eligibility. The position will require monthly ongoing online training.
• Customer and Personal Service – Knowledge of principals and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Technology – Knowledge of electronic equipment, computer hardware, and computer software, including applications and data entry.
• Clerical – Knowledge of administrative and clerical duties, such as word processing, managing files and records, designing forms, and other office procedures.
• Monitoring – Monitoring/Assessing performance of self, other individuals, and/or outside organizations to make improvements or take corrective action.
• Integrity – Job requires ethics and honesty.

Minimum Qualifications:

• Must be able to pass federal background check, drug test, credit check, and reference/employment verification.
• Must be at least eighteen (18) years old.
• Must be a US Citizen, without dual citizenship.
• High school diploma or equivalent degree required.
• Proficiency in Microsoft Office Suite is required.
• Outstanding oral and written communication skills, excellent interpersonal skills.
• Able to multi-task while also being highly detail-oriented.

• This position requires the ability to regularly sit and write at a computer, stand and lift less than 20 pounds to stock office supplies, frequently move from room to room to accommodate guests, use a telephone and use a computer equipment to generate input and output and transmit data.

* Please Note: All contractors seeking to commence work on a TSA contract will be required to obtain a favorable pre-appointment determination as part of the Enter-On-Duty (EOD) process. The pre-appointment determination is based on criminal history records checks (including FBI fingerprint submissions); credit checks; and a review of required security forms (SF-85 – Questionnaire for Non-Sensitive Positions or SF-85P - Questionnaire for Public Trust Positions). TSA is very serious about the reliability and trustworthiness of individuals hired into the Agency as either a federal employee or TSA contractor.

WRTP/BIG STEP is an equal opportunity/ADA employer. All federal, state, and local and other fair employment standards including EEO and ADA requirements in race, gender, gender identification, religion, national origin, disability, political affiliation, veteran status, veterans, or disabled veteran’s status as found in 41CFR 60-1.4, 60-250.4 and 60-741.4 are herein incorporated by reference. Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990. WRTP/BIG STEP encourages applications from all the above referenced protected and unprotected status groups. WRTP|BIG STEP performs pre-employment background checks subject to job requirements, notify HR (Human Resources) if special accommodations are needed. 

Benefits

• Health Insurance - Employer pays 85% of health plan premium. 
• Dental Insurance (single or family) – 100% Employer paid. 
• Vision Insurance (single or family) – 100% Employer paid. 
• Life Insurance & Accidental Death & Dismemberment Insurance – 100% Employer paid. 
• Short Term & Long-Term Disability Insurance – 100% Employer paid.
• 10 vacation days after 90 days of employment. 
• 9 personal days annually (pro-rated first calendar year). 
• 14 Paid Holidays annually. 
• 10% of gross monthly salary contributed to retirement accounts.
• Pay Rate: $20.00 per hour.