YWCA Knoxville & the Tennessee Valley

Position Title: Front Desk Service Navigator (2nd and 3rd shifts)
Supervisor: Office and Guest Services Coordinator
Job Type: Full-Time, Non-Exempt
Location: 420 W Clinch Avenue, Knoxville, TN 37902

Overview

YWCA Knoxville & the Tennessee Valley is on a mission to eliminate racism and empower women across East Tennessee. Every day, we put this mission into action through life-saving and life-changing programs that support women, children and families in six counties. Rooted in the values of peace, justice, freedom, and dignity. We work to strengthen communities and create opportunities for all. We are a dynamic, mission-driven organization that values collaboration, professionalism, and service. Join a dedicated team making a meaningful impact in our community.

The Front Desk Service Navigator is responsible for maintaining a safe, well-managed environment while serving as a key point of contact for residents and community members during off-hours. As the primary point of contact, this position provides guidance, supports front desk and building operations, and helps connect individuals to appropriate resources. This role combines customer service, coordination, and independent decision-making, and is well-suited for someone who is dependable, exercises sound judgment, and takes pride in creating a positive and professional environment for others.

Duties and Responsibilities

Front Desk & Public Engagement

• Welcome residents, visitors, and community members, creating a positive first impression
• Serve as a steady, approachable presence during evening and overnight hours
• Maintain a clean, organized, and professional front desk and lobby environment
• Serve as initial point of contact for individuals seeking YWCA support and services, connecting them to appropriate resources or ensuring follow-up by program staff

Residential Support (Keys of Hope Program)

• Support residents with building access, including verifying credentials
• Respond to resident questions or needs and coordinate follow-up with program staff as appropriate
• Help ensure shared spaces, including the kitchen, are closed appropriately each day and that quiet hours are maintained
• Respect resident privacy and approach all interactions with professionalism, empathy, and respect

Safety & Building Monitoring

• Maintain awareness of building activity through observation and security systems
• Support adherence to visitor policies and building procedures
• Respond appropriately to time-sensitive situations by following established protocols and notifying appropriate staff or services as needed
• Document shift activity, observations, and any notable incidents in reporting systems

Administrative & Team Coordination

• Complete administrative tasks including maintaining visitor logs, shift reports, and key documentation
• Communicate updates, concerns, and follow-up items clearly to the Office & Guest Services Coordinator and appropriate staff
• Participate in staff meetings and trainings as required
• Ensure smooth handoff between shifts through accurate and timely documentation
• Communicate professionally with residents, visitors, and team members
• Assist with light office and operational tasks during shift hours as needed
• Contribute to a respectful, collaborative, and mission-driven team environment

Qualifications

• Demonstrate a commitment to the YWCA mission and values
• High school diploma or equivalent required; associate degree or relevant experience preferred
• Experience in front desk, customer service, security, or residential support roles preferred
• Ability to work independently and reliably during evening and overnight hours
• Strong communication and interpersonal skills, with the ability to navigate a variety of situations professionally
• Ability to remain composed and responsive in time-sensitive or high-pressure situations
• Basic proficiency with phones, computers, and standard office software
• Commitment to maintaining privacy and treating all individuals with respect

Schedule & Reporting

• Monday – Friday; 2nd shift (evening; 4pm – 12am) and 3rd shift (overnight; 12am – 8am), including weekends and holidays as needed
• Reports directly to the Office & Guest Services Coordinator

Compensation and Benefits

Pay Range: $16 - $20 hourly

Benefits include:

• Comprehensive health, dental, and vision insurance
• Short-term and long-term disability coverage
• Life insurance
• Employee Assistance Program (EAP)
• Eligibility for Public Service Loan Forgiveness (PSLF)
• Competitive retirement plan with employer contribution
• Generous paid time off, including vacation, sick leave, mental health days, 10 holidays, and office closure between Christmas and New Year’s

YWCA Knoxville & the Tennessee Valley is an equal opportunity employer and a proud United Way community partner. We are committed to building a diverse team and fostering an inclusive environment where all employees can thrive. We strongly encourage women, veterans, and individuals from historically underrepresented communities to apply.

Application Deadline: Friday, April 10, 2026