Front Desk Associate

About Alcoholics Anonymous

Founded in 1935, Alcoholics Anonymous World Services (AAWS) is a 501(c)3 non-profit organization and an international fellowship of people who have had a drinking problem. The Alcoholics Anonymous fellowship is nonprofessional, self-supporting, multiracial, apolitical, and available almost everywhere. The General Service Office (GSO) in the Morningside Heights neighborhood of New York City employs approximately 97 people (both alcoholic and non-alcoholic) and serves over 1.3 million members in the U.S. and Canada.

The GSO's mission is to support carrying the message of Alcoholics Anonymous to the still-suffering alcoholic by providing services to A.A. members, groups, and others; publishing and distributing A.A. literature, preserving A.A. history, and sharing A.A.’s collective experience. Our team is mission-driven and supportive of each other as both colleagues and individuals.

Job Summary

The Front Desk Associate is the first point of contact for all visitors and all calls coming into the General Service Office of Alcoholics Anonymous. They are responsible for providing exceptional customer service and promoting a positive atmosphere in the General Service Office as they manage front desk operations and ensure calls, visitors, and correspondence get properly directed. The person in this role must possess a warm, welcoming, and positive attitude as an ambassador for GSO, demonstrate patience and good listening skills, and be dependable and reliable.

This is a great opportunity for someone who is bilingual English/Spanish with customer service and/or hospitality experience to be an important part of a mission-driven organization.

Responsibilities

• Warmly greets all callers and visitors to the GSO providing them with guidance and general information.
• Provides excellent hospitality to all visitors, letting them know how long the wait might be if they are waiting for someone, providing a name tag, and seeking out other ways to improve their experience.
• Manages heavy call volume with patience and helpfulness providing information and referring calls to the appropriate department.
• Manages daily call logs and reports monthly totals to the department manager.
• Upkeeps the GSO lobby neat and clean with supplies stocked.
• Maintains women’s restroom supplies and refills when needed, keeps stock at front desk, and alerts Facilities Manager when running low.
• Assists the Member Services team with processing literature orders and credit card contributions, and entering and updating group records as needed.

Required Skills

• Excellent ability to communicate in English and Spanish is required. Ability to communicate in French is a plus.
• Exceptional verbal communication and listening skills.
• Outstanding customer service, communication, interpersonal and organizational skills.
• Proficiency in Microsoft Word, Excel and Outlook. Knowledge of NetSuite preferred.
• Ability to work independently and under pressure. Ability to multi-task and manage competing priorities.
• Excellent time management skills.

Qualifications

• Associate degree or relevant studies or relevant practical experience.
• 2 to 5 years prior experience in reception, hospitality, or front desk management required.
• Bilingual English/Spanish is required.

Location

This position is in New York City and required to be in the office 5 days a week.

Pay & Benefits

• This is a non-exempt position with an annual starting salary of $55,000 plus approved overtime.
• AAWS offers outstanding health benefits including majority employer paid medical, dental and vision and an employer-funded health reimbursement account. Long- and short-term disability and life insurance is provided at no cost to our employees. We offer generous paid time off including 3 weeks of vacation to start, 10 sick days, personal days, and paid holidays. Additional benefits include a 403(b) plan with up to 7.5% employer contribution, tuition reimbursement program, and salary continuation program, all of which are available after 12 months of employment.

Applying

Complete our application and please include a cover letter telling us more about your skills and interest in working with us. We look forward to hearing from you!