Receptionist (20 hours weekly) (101628)

Equus•Pittsburgh, PA

About The Position

The Receptionist manages customer flow within a workforce center, welcoming customers and reviewing the information they provide to connect them with onsite staff for appointments and other activities. The role collects customer information, scans it into the system, and enters or updates customer records at each visit. The Receptionist coordinates with department leads to help ensure customers are seen promptly and their needs are met, tracks wait times, and recommends improvements to service processes. The role may refer customers to other providers and provides or coordinates accommodations, including language accommodations. The Receptionist translates or interprets for customers when needed or arranges those services. The position also oversees reception areas, ensuring required posters are displayed in required languages, customer materials remain stocked, and the spaces are welcoming. As part of the center’s customer service team, the Receptionist communicates issues and helps resolve barriers to quality customer service.

Requirements

High school diploma or equivalent.
Four years of direct customer service experience in a clinical or social service environment.
Experience in a fast-paced, team environment that is performance driven.
Exceptional customer service and engagement skills.
Excellent organizational skills and strong attention to detail.
Experience with publicly funded programs.
Experience assessing the need for and making reasonable accommodations for customers.
Knowledge of laws and regulatory requirements related to program responsibilities.
Ability to use various electronic systems to carry out duties and responsibilities.

Nice To Haves

Training or experience in motivational interviewing and care management techniques.
TANF experience.

Responsibilities

Manage customer flow within the center.
Greet customers and review the information they provide to connect them with onsite staff for appointments and other activities.
Collect customer information and scan it into the system.
Coordinate with department leads to help ensure customers are seen promptly and their needs are met.
Track customer wait times and recommend improvements.
Implement processes to continuously improve customer service.
Enter or update customer information in the specified system at each visit.
Refer customers to other providers as needed to meet individual needs.
Provide or coordinate accommodations for customers, including language accommodations.
Translate or interpret for customers as needed, or arrange those services.
Oversee reception areas, including ensuring required posters are displayed in required languages, materials are stocked, and the area is welcoming.
Participate in the center’s customer service team by communicating issues and helping resolve barriers to quality customer service.