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FRONT OFFICE RECEPTIONIST
JOB DESCRIPTION
This team member represents the first contact with any existing or potential new customers arriving in the main office and should create a positive first impression by providing key support for the organization’s internal and external customers. S/he must be pleasant, courteous, helpful, knowledgeable, professional, caring, adhere to personnel policies, understand privacy and confidentiality relating to information due all customers and be accurate at all times in providing information requested. This person must adhere to Berkshire Housing’s mission & goals and shall act in a way as to create a positive image of the agency.
This position was created as we recognized the continued growth of our Housing Consumer Education Center (HCEC) as well as our continued partnership with Berkshire County Regional Housing Authority (BCRHA). One of the goals was to have a combined front door that served all consumers coming in to see those of Berkshire Housing and Berkshire County Regional Housing Authority. This “one stop shopping” concept is designed to create greater organizational capacity and a more accessible front door for housing assistance, homelessness prevention and resolution services and financial assistance options for at-risk, low income Berkshire County households. It is imperative that the person in this position have a full understanding of all programs administered between the two partnering agencies so they are successful at making the proper referrals to customers.
The duties of the Office Receptionist include but are not limited to the following:
General Office Tasks
Greet customers that will enter the Housing Consumer Education Center (HCEC) reception area
Provide general information and assistance including Berkshire Housing’s Language Access Plan (LAP) services to walk-in customers
Answer questions &/or direct customers to appropriate staff or department(s)
Thoroughly understand the qualifications of all programs administered within both agencies to ensure proper referrals are being made.
Receive rent checks and provide receipts as needed
Schedule appointments w/customers for staff as needed
Date & time stamp all paperwork that flows through the reception window and ensure it gets into the proper staffs mailbox
Be able to refer customers to the Housing Consumer Education material or the computer if necessary in the waiting room area
Capture all HCEC data in appropriate software system(s)
Copy any relevant documents that a customer brings in to give to the appropriate staff person
Provide copies of documents to tenants that may be needed for services within the county. i.e. how much they are paying for rent.
Perform a quick program screen to be able to refer the customer to the appropriate staff member and/or appropriate housing application
Explain housing developments to customers that they may be eligible to apply for
Provide an approximate wait time if customer requests their status on a current wait list
Assist other staff in various daily tasks as needed
Hand out initial prescreen tool for those needing assistance, copy & scan once returned, enter into computer system
Update policy & procedures manual regularly
Update agencies in the community w/updated intake/assessment forms
Hand out any relevant material to customers that their program representative has ready for them
Disburse any utility allowance checks to current customers
Work closely with the staff of all and have open communication dialogue
Keep current with email correspondence
Become familiar w/industry specific software we are mandated to use
It is essential that the person in this position keep current with all changes in eligibility of programs administered as they occur
These duties are not meant to be all-inclusive. Other duties may be added that are associated with a position of this nature and added at management’s discretion
Job Classification: Full-Time
Work Schedule: Monday – Friday
8:00 a.m. – 4:30 p.m. (1/2 hour lunch)
Requirements: High School Diploma
Bi-lingual Required (English/Spanish speaking)
Proficiency with typing, Microsoft Office Software (Word, Excel and Access) required
1-2 years prior experience in multi-tasked, customer service, detail oriented & fast paced office environment
Strong verbal & written communication skills
Valid driver’s license for training that may be required
Some out of town travel may be necessary for training/seminars, etc.
Experience &/or training which provides the required knowledge, skills & abilities
Benefits:
Health insurance
Dental insurance
Retirement plan
Paid time off
Vision
Flexible spending
Life Insurance
One of the truly great benefits is living in the Berkshires itself. The quality of life in the Berkshires is one of the best in the world while maintaining a stunningly beautiful natural environment. There is world class dance, theater, museums, film and music. The Berkshires also has fantastic state and local parks with extensive trails, lakes, and quality dining.
Application Procedures: For consideration, please submit cover letter, resume, and names and telephone numbers of three current professional references
