PRINCIPAL DUTIES AND RESPONSIBILITIES

• Answer incoming phone calls and operate telephone console to screen and route calls to appropriate individual or department
• Greet visitors in a professional and friendly manner, announce visitors to personnel; Visitors are not permitted past the receptionist area unaccompanied and must have an appointment
• Maintain visitor log, provide visitor badges and track return of badges
• Keep reception area environment professional and tidy; discourage gathering in that location
• Handle times of heavy call volume
• Provide accurate information to callers
• Maintain knowledge of all NEBF/NEAP systems, website and online benefits portal
• Perform special projects when requested by management
• Employer indexing
• Process returned mail
• Input change of address into the system
• Regularly communicate with the Contact Center Supervisor
• Other duties as assigned

PERFORMANCE STANDARD

• Must be able to handle high volume of telephone calls as well as greeting and managing visitors accurately, efficiently, and courteously
• Must maintain a professional appearance and demeanor at all times and must be dressed professionally.

REQUIRED AND PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• 2+ Years of reception experience preferred
• High School diploma required, some college preferred
• Listens well with the ability to communicate effectively in both written & verbal communications
• Demonstrates ability to manage stressful situations while maintaining a flexible, positive and cooperative demeanor
• Responds promptly to operations leaders and stakeholders to facilitate informed decision making.
• Presents a professional image in the office