Resource Center Specialist

State Bar of Arizona•Phoenix, AZ

2d•Onsite

About The Position

Are you a customer-focused professional who thrives in a fast-paced environment and enjoys helping others? We are seeking a Resource Center Specialist to serve as a primary point of contact for our members, staff, and the public. As the "face of the Bar," you will play a vital role in delivering exceptional service through phone, email, written correspondence, and in-person interactions. The ideal candidate is highly organized, detail-oriented, and an effective communicator who can balance multiple priorities with professionalism, discretion, and a commitment to outstanding service. About Us The State Bar of Arizona is a non-profit organization that operates under the supervision of the Arizona Supreme Court. The Bar regulates approximately 19,000 active attorneys in Arizona and provides education and development programs for the legal profession and the public. The Bar and its members are committed to serving the public by making sure the voices of all people in Arizona are heard in our justice system.

Requirements

Requires a High School Diploma or General Education Degree (GED).
Minimum two (2) years’ experience in a front desk/reception or administrative position or two (2) years’ experience in a call center environment, preferably using an Automatic Call Distribution.
Performs all duties in compliance with internal procedures and external regulations. Is responsible for bringing compliance issues to the attention of management.
Customer-service driven. Position requires demonstrated poise, tact and diplomacy along with the ability to handle sensitive and confidential situations.
Professional and personable demeanor.
Ability to read and comprehend instructions, correspondence, and memos. Strong spelling and grammar skills.
Attention to detail and well organized.
Excellent telephone etiquette and verbal communication.
Ability to handle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
Is a self-starter and can work independently.
Ability to file alphabetically and operate general office equipment such as facsimile, and photocopy machine.
Model the behaviors expected of all SBA employees by: Cultivating a positive work environment. Prioritizing and setting manageable goals. Being efficient with time at work. Communicating effectively with management, staff, members, clients, visitors, and the public. Being flexible and taking criticism constructively. Maintaining the highest ethical standards.
Microsoft Windows environment with Office Suite to include formatting and production of word processing documents, spreadsheets, presentations and reports. Ability to use tools for video conferencing, as needed. Ability to develop working knowledge of digital databases, digital records management and related software.
Position may require travel within metropolitan area; thus, reliable transportation is required. If using personal vehicle, must have appropriate driver’s license and insurance coverage.
Regular attendance is required.
Overtime may be required to fulfill duties of position.
At times, individual must be able to work in a fast-paced environment with ability to handle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
Ability to identify potential issues and correctly categorize nature of inquiry for referral to appropriate person or department.

Nice To Haves

Bilingual (Spanish) Preferred.

Responsibilities

Professionally greets all visitors/callers. Assists individuals directly or directs person to the appropriate person/division/department.
Follows internal security protocols established for Front Desk/Reception area. Communicates regularly with Resource Center Supervisor regarding any security developments and reports security incidents to appropriate staff.
Provides administrative support for the State Bar which may include telephone coverage, mailing projects, filing, or other tasks as needed.
Prepares daily conference room schedule and updates lobby marquis. Prepare general correspondence, ex: inmate correspondence. HUB database updates to member records, may process payments, handle general administrative tasks, as assigned.
Responsible for collecting and collating metrics to evaluate efforts, measure success, alignment with strategic plan, goals and related activities.
Updates membership information including researching and resolving discrepancies in member records.
Identify, research, and resolve member issues using the member database.
Types and designs general correspondence, memos, charts, tables, reports, etc. Proofreads copy for spelling, grammar and layout making appropriate changes. Responsible for accuracy and clarity of final copy.
Provides members with status change information.
Assist members regarding member fee statements and payments; research billing issues. May assist members with financial payments, pro hac vice applications and letters of good standing, among other administrative duties.
Responds to inquiries (telephone, email, mail) regarding members and organizational events. Seeks assistance as needed; may refer issues to appropriate departments/programs throughout the State Bar.
Provides callers from the public with appropriate referrals to community resources or routes calls to appropriate Bar personnel.
Recognize, document, and alert the Resource Center Supervisor of trends in member calls.
Performs all other related duties, as assigned. May be requested to assist with special projects from time to time.
Is cross-trained in other Member Services programs and resources to provide assistance as needed.
Works independently and/or within a team on special and nonrecurring and ongoing projects.
Suggest process improvements.