To greet our valued internal and external customers (on the phone and in person) in a calm, friendly and professional manner. Transfer calls to or request lobby assistance from, the appropriate company personnel.
Answer and appropriately transfer calls in an efficient, friendly, professional and timely manner.
Troubleshoot and ask questions to determine where to appropriately transfer calls. Keep callers informed of status while on hold. Page via email, offer to transfer caller to another staff member, take a message or offer voice mail when necessary.
Warmly greet and assist both internal and external customer.
Handle demanding or angry customer with calm, poise and professionalism. Defer escalate issues to upper management when appropriate.
Prepare coffee for lobby visitors; restock coffee, soda, water, candy and supplies as needed. Contact Facilities prior to supplies running out and place re-orders.
Maintain lobby, kitchen, broker and conference rooms by keeping them orderly and professional looking.
Coordinate back-up schedule for switchboard and Front Lobby then forward to appropriate parties.
Survey Managers each morning for staff members who are absent and send out notification to distribution list.
Create weekly Events Calendar and forward to distribution list.
Perform regular review of General Agency website. Report bugs and fixes.
When call volume permits, assist with volunteer projects to provide great internal customer service to other staff members.
Assist and provide back-up to Corporate Executive Assistant as needed.
Selected candidate must be friendly, have exceptional customer service skills and maintain a professional and positive demeanor.
Excellent verbal communication (in English), phone etiquette and teamwork skills are required.
Must be able to maintain a calm, positive and professional manner in a fast-paced environment, even with difficult customers.
Prefer a candidate who has had experience in handling a busy switchboard with calls transferred to multiple departments.
Experience in the Health Insurance Industry, a medical office and/or customer service a plus.
Bi-lingual in Spanish is very beneficial for this position.
Knowledge of a PC and Microsoft Outlook a must.
Knowledge of WORD and Excel a plus.
Must be able to lift up to 50 pounds.
High School diploma or equivalent.
Normal sight, hearing and mobility. Speech (in English) must be easily understood by the caller whether on the phone or in person. Candidate must be able to write phone messages and send emails that are clear, concise, easy to read and understand.
Word & Brown Companies - 15 months ago