Lead Reception Coordinator
Next Step Living - Boston, MA

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The Lead Reception Coordinator will effectively manage front desk reception operations and processes, in addition to the standard NSL Receptionist responsibilities. The Lead will be the point person at the front desk, and will also assist with general office needs and ad hoc projects, scheduling for Reception, and call reporting outside of the high call periods. Will meet with manager on a weekly basis to review overall Receptionist team activity, productivity, metrics, phone reports, etc.

  • Plan, manage, and maintain the NSL Receptionist staff schedule
  • Implement processes that will increase efficiencies at the front desk
  • Maintain and track metrics and goals around call activity and resolution
  • Create more efficient processes for documenting and logging customer calls, and distributing necessary information to the appropriate NSL contact/s
  • Assist with phone reports and productivity tracking
Keep up to date regarding office and organizational changes that may affect call flow/routing, and provide suggestions on process improvements

  • Answer and route incoming calls to the appropriate department or contact
  • Greet and sign in vendors, customers, job applicants and other visitors at the front desk
Partner with NSL department heads to ensure that NSL receptionists are using proper messaging with visitors and callers

Monitor NSL Receptionist productivity, and make appropriate recommendations to team manager

Provide back-up support and ongoing coaching/training to additional Receptionists

  • College degree is preferred
  • Excellent verbal and written communication skills are required
  • Must have a professional and warm demeanor, as well as innate leadership abilities
  • Strong computer skills are required, in addition to ability to learn Sales Force (CRM)
  • Possesses proper phone etiquette
  • Prompt attendance, and the ability to work overtime as necessary
  • The ability to juggle multiple tasks
  • Independent worker, with the ability to properly escalate calls and/or situations that may arise

Next Step Living - 20 months ago - save job - block
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