This as-needed position provides coverage for the essential duties and responsibilities of the Lead Receptionist in the event of an absence. This position answers and directs phone calls. This position also welcomes guests to the Resource Center.
ESSENTIAL DUTIES include the following:
- Answers all calls for the agency and efficiently routes them to the appropriate departments, ensuring the caller is treated with the utmost customer service and respect
- Tracks and allocates calls by department
- Welcomes guests who visit the ADRC when the Resource Center is open
- Notifies an ADRC Options Counselor when a guest needs served
- Develops reports and completes documents as necessary
- Performs various clerical tasks, as requested
- Additional duties as assigned or requested
The Substitute Receptionist is the first person a caller speaks with when calling the agency and the first person a guest interacts with when visiting the ADRC. It is the responsibility of the Substitute Receptionist to provide professional, courteous, and friendly assistance to all callers and ADRC guests.
EDUCATION AND/OR EXPERIENCE REQUIREMENTS
High school diploma or general education degree (GED);
- 3 years experience in clerical environment where critical phone and customer services skills were emphasized
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
- Ability to use a multi-line telephone system
- Must maintain confidentiality with information
- Ability to serve individuals who have problems in a tactful manner, using compassion and diplomacy
- Ability to juggle multiple tasks and remain calm when working under pressure
- Ability to learn and/or possess knowledge of REAL Services programs
- Good active listening skills
DIFFICULTY OF WORK
The work consists of a variety of tasks, and is moderately complex because of its variety and nature.
PERSONAL WORKING RELATIONSHIPS
- With Agency Staff, Supervisors, Directors and President/CEO;
- With clients to direct them to the appropriate staff person or department;
- With other members of the public; and
- With public officials, State and local agency personnel when answering the telephone lines
WORKING CONDITIONS AND PHYSICAL DEMANDS
The physical demands and work environment described here are representative of those 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.
While performing the duties of this job, the employee is usually seated, standing, or walking at will in a typical office setting.
CONDITIONS OF EMPLOYMENT
- Successful candidate must submit to a pre-employment drug screening, a limited criminal history check, Driving record, and a National Sex Offender check.
- Proof of educational credentials is required at time of employment.