Front Desk Support

OVERVIEW of Position

• Assists Office & Operations Lead to manage all duties related to answering phones, greeting visitors, & being the face of the organization for assigned time slots.
• Follows existing protocols in answering phones, interacting with clients, volunteers, partners & the public, and accepting donations, when appropriate.
• Understands & follows all processes for escalation of any identified concerns.
• Assists Office & Operations Lead to develop any improvements in systems or protocols to better serve our clients, volunteers, supporters, & the public.
• Fully documents all interactions and conversations into approved tracking systems.

Position Responsibilities

• Support Office & Operations Lead in all aspects of the teams’ responsibilities. Cover all responsibilities, as identified, when Lead is unavailable.
• Become familiar with & maintain proficiency in current office systems & protocols, as directed.
• Maintain confidentiality in all interactions, escalating identified concerns or issues quickly to Team Leader.
• In coordination with Office & Operations Lead look for any improvements in processes or systems to improve teams’ efficiency.
• Other duties as assigned by Office & Operations Lead.

Position Skills

• Fully comfortable with meeting new people, representing the organization & assessing situations involving clients, volunteers, & others.
• Problem solving skills to deal with varying interactions. Understanding the parameters of our programs so as best to help all who may come to the organization for assistance.
• Showing empathy while always working within our program’s boundaries.
• Computer systems proficiency, ability to learn & support existing systems
• Ability to work independently, while being accountable for systems.
• Comfortable assessing situations that may need to be escalated; follow the defined escalation process.
• Efficiency in managing assigned tasks.
• Willingness to cover other tasks in support of Office & Operations Lead.

Relationships Interactions

• Works directly in existing systems, with clients, volunteers, & other team members, often working independently.

Time Commitment

• 5 – 6 hours per week; May involve time working alongside Team Leader but also working independently to cover duties when Leader is away.