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Job Description
Job Title: Customer Service Receptionist
Reports to: Customer Service Manager
Status: Part-time
Average Hours Per Week: 15-29 hours weekly.
Salary: $15.50 per Hour
Job Summary:
The Customer Service Receptionist will serve as the first point of contact to visitors and callers for The Pride Center. The Receptionist will provide excellent customer service to both internal and external customers, including clients, community members, visitors, callers, groups, tenants, volunteers and staff. Receptionist will welcome guests and provide basic referral services to visitors and callers. Receptionist will oversee use of public Cyber Center and provide administrative support to staff. Receptionist will be able to deal with emergent issues in a timely and effective manner. The Customer Service Receptionist will be compassionate, reliable and engaging. Multitasking and stress management skills are essential for this position. This role will require working in shifts, so flexibility is a plus.
Responsibilities:
- Greet and welcome all persons warmly as soon as they arrive to The Center
- Direct visitors to the appropriate staff, group, office or room
- Answer, screen and link incoming phone calls to appropriate staff and/or programs
- Provide basic referral services for callers and visitors to community providers
- Provide accurate information in-person and via phone/email
- Review and update referral information regularly, collaborating with staff team members to ensure cultural proficiency of providers
- Ensure the clear and consistent documentation of all linkage services
- Control access and use of Cyber Center, including sign in/out function and compliance with rules and protocols, including COVID-19 related procedures
- Triage emergent issues at Reception Desk or in Cyber Center
- Assist Customer Service Manager with updating group and event calendars
- Provide building and campus tours, as needed, to visitors or potential renters
- Help support visitor security by following safety procedures and controlling access via the reception desk
- Alert professional Security Guards of any emergent issues and log all security occurrences in a timely manner
- Communicate with Customer Service Manager and any key staff any and all issues related to the safety and security of community members, tenants and staff
- Document properly any incident reports related to calls to law enforcement, community member injuries, etc.
- Provide customer service assistance during events on campus, as needed
- Ensure reception area is tidy and presentable, with all necessary sanitation and safety supplies, stationery and material (e.g. pens, forms and brochures)
- Ensure that the Cyber Center is well equipped with sanitation and safety supplies by reporting any needs to facilities staff via maintenance link
- Work with Customer Service Manager to order front desk supplies and keep inventory of stock
- Assist Customer Service Manager to ensure the organized, approved presentation of any and all materials for community, including publications, periodicals, flyers and announcements
- Receive, sort and distribute daily mail/deliveries, as needed
- Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing, as needed
- Assist Customer Service Manager with the creation and provision of required reports, including monthly program reports to funding sources and other entities, monthly Board of Directors reports, and calendar updates
- Adhere to strict procedures of confidentiality, release of information and data security
- Develop close working relationships with internal team members and Customer Service volunteers to ensure excellent provision of services to community
- Provide related support to staff, as needed
- Maintain an organized office space and professional communication standards, including prompt return of email and phone calls
- Meet regularly with Customer Service Manager and staff for proper planning, reporting and evaluation
- Attend all All-Staff meetings
- Comply with The Pride Center Code of Conduct and Employee Handbook
- Other activities as assigned by Customer Service Manager, and CEO
Professional Experience/Skills:
The ideal candidate will have the following experience and qualifications:
- Direct proven experience in customer service, reception functions or client relations
- Direct experience working with LGBTQ+ communities and peoples with cultural proficiency
- Computer skills using Microsoft software applications (e.g. Word, Excel, Outlook, PowerPoint), IOS and other operating systems, as required
- Warm engaging personality
- Ability to work well under pressure and deescalate challenging situations
- Excellent written and verbal communication skills
- Organizational abilities and critical thinking skills. Logic and analytical ability
- Ability to work hands-on with limited resources, independently or in a team setting
- Bilingual/bicultural skills preferred
- Physical ability to move about campus
- Some nights and weekends required
Personal Qualities:
The Customer Service Receptionist will be:
- Committed and enthusiastic about The Center’s mission and programs with knowledge of LGBTQ+ communities and issues
- Equipped to work with multicultural and diverse populations
- Straightforward and self-assured; one who shares information readily, listens as well as gives advice and respects the abilities of others; diplomatic and empathic
- Creative and adept at planning, prioritizing, organizing and following through; highly energetic and able to balance multiple competing priorities
- Self-starter who can work independently
- A team player—able to work cohesively with others and perform related tasks effectively
- Healthy in relational skills. One who listens well, speaks respectfully and assertively, honors diverse perspectives and is honest
- Energetic and willing to work flexible shifts, including some nights and weekends
- Emotionally mature with a sense of humor to maintain balance
The Pride Center is an equal employment opportunity/affirmative action employer. Women, people of color, LGBTQ+ persons, and individuals with disabilities are encouraged to apply.