Customer Experience Associate (Receptionist)

About the role

The Customer Experience Associate (Receptionist) is responsible for delivering a welcoming, professional, and customer-centered experience for all visitors, clients, and stakeholders. Approximately 50% of the role involves serving as the first point of contact by greeting guests, responding to phone and in-person inquiries, addressing customer needs, maintaining confidentiality, and ensuring a positive and efficient service experience. The remaining 50% involves providing administrative and operational support to Business Operations, including data entry, records and file management, document preparation, office coordination, and other administrative functions.

Responsibilities

• Demonstrates excellent customer service 100% of the time.
• Greet and receive clients at the front desk.
• Maintain a welcoming, safe, and customer-centered environment in reception and common areas.
• Follow up with clients, when appropriate, to ensure needs have been addressed and services were successfully accessed.
• Answer calls promptly, gather basic information accurately, and route calls appropriately.
• Greet visitors warmly and make sure they are comfortable.
• Call staff members waiting for visitors and ensure clients are being greeted in a timely manner.
• Respond appropriately to cultural differences among HOPICS's service population.
• Make assessments during in-person or telephonic requests for initial appointments to determine if their needs can be met by HOPICS; refer callers to other agencies when necessary; redirect clients to the appropriate location of services.
• Maintain current knowledge of HOPICS programs and associated eligibility criteria; obtain and enter client information into HOPICS Kiosk database; know HOPICS program outlines and community resources for client referral.
• Responsible for posting and distributing building closure signage for all HOPICS office buildings.
• Communicate and coordinate instructions to clients who walk in at the front desk.
• Schedule client appointments and provide information to clients.
• Provide clerical support to Operations Manager.
• Retrieve and respond to voice messages within 24 hours.
• Communicate urgent client needs to the Supervisor.
• Communicate and coordinate with direct service staff to facilitate information, linkages, and referrals to clients as needed or directed.
• Able to multi-task and solve daily problems; able to juggle multiple projects with superb accuracy.
• Ensure the agency breakroom is adequately stocked daily and keeps all site supply rooms fully stocked.
• Orders supplies needed by the respective site locations.
• Represent the Division in various community settings including funder, provider, and community meetings, and major events.
• Maintain and post all required work-related documents.
• Maintain confidentiality of all information that is accessible.
• Perform data entry and scan documents.
• Assist in resolving any administrative problems.
• Verify and provide clients with their appointment time and date as available in the Google Calendar.
• Provide clients with a map, including but not limited to the metro route that will take them to their destination.
• Provide clients and community partners with a list of approved COVID Testing Locations via preferred zip code.
• Provide colleagues with assistance and training on how to schedule appointments via the Google Calendar.
• Keep and maintain the front area in compliance with audit requirements.
• Organize and distribute documents printed and left behind by the reception area.
• Make copies and maintain sufficient documents in the reception area, including but not limited to the Medical Verification Form, ACCESS Screening Form, etc.
• Aid other Program Managers and Associate Directors in the company as directed by the Operations Manager.
• Receive incoming conference room and outdoor meeting space reservations and process them accordingly.

Qualifications

• High school diploma or equivalent.
• Valid CA drivers license.
• Current proof of auto insurance.
• Ability to think and work effectively under stress and in emergencies.
• Proficient in Microsoft Office.
• Proficient in Adobe Pro.
• Ability to understand and carry out oral and written directions.
• Friendly voice and clear enunciation.
• Ability to work with clients from diverse cultural, ethnic, and socio-economic backgrounds.
• Verification of Employment Eligibility and Background Clearance.
• TB test required (Not more than 3 months prior to or 7 days after Date of Hire, and renewed annually thereafter).
• CPR and First Aid Certification required within 30 days of employment with the company.