Job Description

Primary purpose:

The Concierge serves as the first point of contact for the public and visitors to the Cooper Center for Active Living, providing courteous and efficient customer service in a welcoming, professional manner while supporting the administrative functions of the Department of Older Adult Services. This role is responsible for facilitating smooth front desk operations, supporting program registration, assisting with inquiries, answering and referring residents and visitors to appropriate resources, processing requests and promoting a safe, friendly, and inclusive environment that enhances the overall experience for older adults and community members. All other work as directed and required.

Supervision:

Scope and Judgment: Performs varied and responsible functions requiring a thorough knowledge of the department and general city knowledge. Exercise of judgment and initiative. Operates with a moderate level of independence over specified, standardized activity areas, and refers unusual or technical problems to supervisors for decision.

Supervision Received: Position reports to the Deputy Director operating in accordance with applicable state and local laws and regulations, department policies and procedures, requiring the ability to plan and perform operations, and to independently complete assigned tasks according to a prescribed time schedule.

Supervision Given: While the Concierge is not the direct supervisor, since administrative assistants and volunteers report to the Deputy Director or their designee, the Concierge will provide ongoing support, guidance, and training to these staff members, as needed. The Concierge serves as a resource for daily tasks and onboarding, helping to ensure volunteers and assistants have what they need to succeed.

Essential Functions:

(The essential functions or duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

Kindly and professionally greet all visitors, participants, and staff, creating a welcoming and inclusive atmosphere. Answer incoming calls promptly and courteously; route calls or take detailed messages as necessary. Provide information about center programs, services, events, and policies to the public.

Respond to inquiries and resolve basic concerns, escalating issues to appropriate staff as needed. Assist participants with program and service registrations in multiple systems, membership sign-ups, appointments and events.

Distribute mail, messages, and packages to appropriate staff or departments. Assist with data entry, filing, and basic clerical support as needed.

Report facility maintenance issues or hazards to appropriate personnel promptly.

Foster positive relationships with older adults, caregivers, community members, and partner organizations. Promote center and city programs, activities, and volunteer opportunities.

Support center events by assisting with check-in, wayfinding, and providing general information.

Stay informed about upcoming programs, schedules and services of the Older Adult Services Department, broader information about Cooper Center events, general Cooper Center information, and broader city information to share accurate information.

Distribute program materials, flyers, and community resources as needed.

Provide backup assistance with food/beverage by refilling or ordering as necessary. Assist with training of volunteers at the Cooper Center. Act as backup to department clerical and accounting functions such as payroll, scheduling, deposits and bill payment. Gives top priority to customer needs.

Other duties as assigned, directed and as the situation dictates.

Minimum Entrance Qualifications:

Education, Training, and Experience:

A high school diploma or equivalent is required, with an associate’s degree preferred, along with a minimum of three years of related experience or training. The ideal candidate brings proven expertise in customer service, problem-solving, and interpersonal skills, with demonstrated abilities in both written and oral communication, active listening, and working collaboratively within a diverse environment. Experience with clerical practices, database management, office procedures, and the operation of office equipment and computer software—including word processing and data processing—is essential. Working knowledge of Munis Financial Systems is a plus but not required as training will be made available; experience with older adults is preferred, and a strong commitment to public service is required.

Knowledge, Ability and Skill:

Knowledge. The Concierge must have a thorough understanding of office practices, procedures, and clerical techniques, as well as familiarity with a variety of software applications and office equipment. Knowledge of maintaining both clerical and statistical records is essential, along with an awareness of departmental procedures and guidelines to ensure accurate and compliant operations.

Skills. This position requires excellent customer service skills, with proven expertise in using personal computers, word processing, database, and spreadsheet applications. The Concierge must demonstrate strong administrative and multitasking abilities, patience, and effective troubleshooting skills. Proficiency in operating a range of office equipment is also necessary for day-to-day tasks.

Ability. The Concierge must be able to organize time effectively, manage multiple priorities, and work independently while accomplishing tasks despite frequent interruptions. The ability to maintain confidentiality of sensitive information is critical, as is the capacity to interact tactfully and professionally with the public, city departments, and colleagues. The Concierge should be able to interpret and follow departmental procedures, exercise sound judgment, and foster a collaborative and supportive environment

Job Environment:

The Concierge primarily works in a typical office setting within the Cooper Center for Active Living, with minimal exposure to occupational risks. Daily responsibilities involve frequent interruptions, as the position serves as the first point of contact for the public, older adults, community members, business organizations, and city personnel. The Concierge regularly uses computers, calculators, copiers, telephones, and other standard office equipment to support administrative functions, program registration, and event coordination.

Regular contact is maintained with the general public, staff from other city departments and agencies, outside organizations, vendors, and government officials. Communication occurs through telephone, in-person discussions, and written correspondence, requiring patience, professionalism, and courtesy at all times. The Concierge may also handle and have access to confidential information, including personnel records, and must exercise discretion and maintain confidentiality.

Errors in judgment or performance could result in delays or loss of services, legal consequences, negative public relations, or financial loss for the department. The role demands a strong commitment to public service and the ability to foster a welcoming, inclusive, and safe environment for all Center visitors and participants.

Physical requirements

(The physical demands described here represent those requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

The role regularly requires the use of hands and fingers to operate, handle, or feel objects, tools, equipment, and controls, as well as to reach with hands and arms for tasks such as picking up or accessing paper, files, and other common office items, as well as equipment and supplies related to the Department of Older Adults. Employees must be able to lift and/or move objects weighing up to 20 pounds as needed. The position involves the manual operation of standard office equipment and other necessary devices and requires the ability to use a computer keyboard efficiently to complete essential job tasks.

Performance Standard

Employees at all levels are expected to effectively work together to meet the needs of the community and the City through work behaviors demonstrating the City’s values. Employees are also expected to lead by example and demonstrate the highest level of ethics.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change, subject to collective bargaining obligations, where applicable.)

Please note that the posted salary range is not necessarily the hiring range. The starting salary typically falls within the first few steps of the posted salary range. The starting salary is influenced by relevant qualifications, and where applicable, by collective bargaining agreement.

Company Description

THE CITY:

The City of Newton is a wonderful place to live and work. Newton has safe and attractive neighborhoods, an excellent public school system, an active community life, multiple transportation systems, proximity to Boston and a well-managed and financially strong City government. The City of Newton has a population of approximately 88,900, with 32,600 housing units and occupies a land area of 18.3 square miles. Newton is principally suburban-residential in character. Unlike many other communities that are established around a single Main Street or downtown, Newton is comprised of thirteen distinctive villages. Newton has a diversified economic base with approximately 4,700 establishments employing approximately 79,500 people. Newton is special in many ways. It is home to a variety of private secondary and post-secondary schools including a portion of Boston College, Lasell University, William James College, Hebrew College, and the UMass Amherst – Mount Ida Campus. The longest stretch of the Boston Marathon runs through the City, including the well-known Heartbreak Hill. Newton-Wellesley Hospital, part of the Mass General Brigham health care system, serves as an important partner to the City. In September 2018, Newton was again ranked #1 in Massachusetts as the best place to live and #12 in the U.S.

OUR GOVERNMENT:

Newton has what is known as a “strong Mayor” form of government with the Mayor having the executive and administrative powers of the City. The legislative branch is comprised of 24 City Councilors. Mayor Ruthanne Fuller was sworn in on January 1, 2018 after serving on the City Council. She ran on a platform of providing Newton’s children with a top-notch education in an inclusive environment where empty nesters, seniors, young families, and people of diverse incomes can live together in vibrant villages and neighborhoods. Mayor Fuller is committed to keeping Newton safe, improving the city’s infrastructure, addressing climate change, providing excellent and responsive city services, and fostering art, culture and community life. The first female Mayor of Newton, she is a tireless advocate for all the city’s residents and is committed to making sure the city is welcoming, inclusive and diverse. The City of Newton was evaluated by Moody’s Investors Services in February 2020 and assigned its highest rating of AAA. Newton was thus well-positioned to weather the pandemic and economic downturn.

AS AN EMPLOYER:

The City of Newton believes that its employees are its greatest asset. To that end, we are committed to supporting our employees by providing competitive wages and growth, a comprehensive benefits package which includes a defined municipal pension plan, quality health and dental insurance plans, generous paid leave benefits, paid holidays, and access to supplemental benefits such as deferred compensation, short term disability plans, flexible spending accounts, and other employee benefits. We also provide access to an Employee Assistance Program and access to employee training and professional development opportunities. We continuously work to review and expand upon our benefit offerings. We encourage you to visit our Human Resources Department website to learn more about our organization and benefits which are available to our employees. And as always, you are encouraged to reach out to our dynamic HR Team by emailing hr@newtonma.gov.

Human Resources Diversity Statement

We recognize our workforce is a source of strength that is vital to our ability to effectively serve the City of Newton’s diverse community. We will:

Actively recruit, develop, and retain a diverse and talented workforce.
Proactively address discrimination through education and in partnership with other departments and leaders.
Serve as a role model to celebrate and nurture diversity.
Foster inclusion by staying curious and clarifying assumptions.
Evaluate and develop policies and practices that reflect the diverse nature of our workforce.
Build and strengthen accountability at all levels to support diversity efforts.

Benefits

Health insurance
Dental insurance
Tuition Reimbursement
Flexible Spending Accounts
457 Deferred Compensation plans
Metro Credit Union
Verizon Wireless discount
Employee Assistance Program
Generous paid leave time benefits and paid holidays.
City Retirement (Mandatory)
Weekly Direct Deposit
Opportunity to serve the public and join a dynamic team of dedicated employees

City of Newton (City of Newton)

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