Front Desk & Enrollment Agent

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 Pre Check®, 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.

• 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.

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

• The successful candidate must be able to pass TSA security background check, please go to salen…