FRONT OFFICE STAFF-RENO
Under general supervision, performs a variety of specialized receptionist support and activities in support of multiple businesses, utilizing a computer assisted PBX type system. Receptionist receives and evaluates calls for multiple businesses; enters information directly into computer aided PBX type system; directs and routes calls appropriately in accordance with specific direction provided by the specific business; provides a variety of general information to callers; performs clerical duties or tasks specific to various businesses direction; performs clerical duties or tasks in support of general office responsibilities.
Employees within this position perform the full range of duties as assigned.
The following duties are typical for this position. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set for below to address business needs and changing business practices.
Perform a variety of specialized receptionist support and activities in support of multiple businesses; receive incoming telephone calls; evaluate requests of callers according to established procedures and guidelines of multiple businesses; elicit essential information from callers including caller’s contact information and purpose of call.
Enter pertinent information regarding call direction and routing utilizing a computer assisted PBX type system; enter and retrieve information from a variety of applications and database systems.
Assist callers by providing routing information specific to the business they are contacting or operations and activities in general; refer callers to appropriate staff or department.
Operate a variety of communication equipment including telephones, telecommunications application; operate a variety of office equipment including a computer, switchboard, typewriter, copier, and facsimile machine; utilize various computer applications and software packages.
Perform related duties as required.
The following generally describes the knowledge and ability required to enter the job and/or be learned
within a short period of time in order to successfully perform the assigned duties.
Operations, services and activities of a live receptionist service call center.
Office procedures, methods, and equipment including computers and applicable software applications.
Methods and techniques of proper phone etiquette.
Customer service techniques, practices; and principles including methods and techniques of customer
service call taking.
Operational characteristics, services, and activities of multiple businesses, assigned functions, and
Organization, operation and services of multiple businesses.
Techniques for questioning callers.
Principles and practices used to establish and maintain files and information retrieval systems.
English usage, spelling, grammar, and punctuation.
Perform a variety of specialized office support and clerical duties in support multiple businesses and the
live receptionist call center.
Apply common sense understanding to carry out detailed written or oral instructions.
Be detail oriented.
Problem solve with few defined variables in standardized situations.
Work under steady pressure with frequent interruptions and a high degree of personable interaction by
Respond tactfully, clearly, concisely, and appropriately to inquiries from all callers.
Effectively communicate with and elicit information from cordial, upset, and irate callers.
Correctly interpret and apply business specific direction and procedure.
Operate office equipment including computers and supporting software applications; learn effectively
utilize various specialized software applications.
Type and enter data a speed necessary for successful job performance.
Establish and maintain a variety of files and records.
Plan and organize work to meet changing priorities and deadlines.
Understand and follow oral and written instructions.
Work in a team based environment to achieve common goals. .
Coordinate multiple tasks simultaneously.
Meet the physical requirements safely and effectively perform the assigned duties.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Education and Experience Guidelines:
Any combination of education and experience that would likely provide the required knowledge and
abilities is qualifying. A typical way to obtain the knowledge would be:
Equivalent to the completion of the 12th grade.
Five years of general office support and clerical experience including experience involving significant public contact via telephone.
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
Work is performed primarily in a standard office setting.
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.