Office Associate III

Job Title

Front Office Clerk

Job Description

This is a front office clerical position. This position focuses primarily on providing excellent customer service and serving as the first point of contact for citizens seeking assistance or services from Shenandoah Valley Social Services. This position is located at the front desk and is responsible for answering and managing a multi-line telephone system, greeting visitors, identifying their needs, providing general information, and directing or routing individuals to the appropriate staff member or service area. The position requires frequent interaction with the public, both in person and by telephone, including individuals who may be seeking assistance during stressful or difficult circumstances. This position performs a broad variety of office and program support responsibilities that require applying some program knowledge and office and administrative practices, policies and procedures to perform specific office support activities. Assists in providing emergency shelter as mandated and required.

Responsibilities include: answering routine questions concerning programs and services offered by the Department. The receptionist is responsible for distributing program applications and ensuring that customers receive service in a timely manner. Mail is opened and distributed to appropriate worker/unit. Data inquiry is conducted through authorized state databases to determine past and/or current status to ensure that customer is directed to the appropriate worker. Customers are logged into the computer registration database. Assists in providing emergency shelter as mandated and required. General office tasks include typing, filing, distributing mail, taking messages, operating general office equipment, copying and other general clerical duties as needed. Completes other duties as assigned.

Considerable knowledge of: customer service principles and practices, including effective communication, active listening, professionalism, courtesy, diplomacy, and tact when interacting with clients, visitors, coworkers, and the general public both in person and by telephone. Knowledge of the programs, services, policies, procedures, and resources necessary to provide accurate information, respond to routine inquiries, and appropriately direct customers to the services or staff they need. Knowledge of office procedures, terminology, equipment, technology, and software programs used to support customer service and program operations.

Skills in: proficient use of personal computers, data entry systems, office software, scanners, printers, and other standard office equipment. Organize information, maintain records, follow written and oral instructions, multitask, make minor decisions in accordance with established policies and procedures, and perform basic mathematical calculations as needed.

Demonstrated ability to: maintain patience, courtesy, confidentiality, and professionalism while managing frequent interruptions, multiple telephone calls, visitors, and competing priorities; communicate clearly and effectively, both orally and in writing; establish positive working relationships with customers and agency staff; listen carefully to determine the nature of a client's needs, provide appropriate information or direction, and respond professionally to questions, requests, and complaints, including when dealing with individuals who may be upset, frustrated, or experiencing stressful circumstances; collect, receive, organize, and distribute applications, client verifications, and other documentation accurately and timely; follow established policies and procedures; and ensure customers are directed to the appropriate worker or service; access and enter information into authorized databases and registration systems, perform data entry accurately, and use information appropriately to assist customers; Ability to maintain accurate records, file documents, proofread, and complete general office tasks with speed and accuracy. Experience in professional customer service and interaction with the general public by telephone and in person is required.

Education, Experience, Licensure, Certification: Minimum of a high school diploma supplemented with related clerical or administrative experience in social services or related field OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Preferred Knowledge/Experience:

• Bilingual Spanish Speaking.
• Working knowledge of basic Social Services programs and operating systems.
• Working knowledge of standard office practices and procedures.

Special Requirements/Experience (experience, Licensure, Certification):

• Bilingual Spanish Speaking.
• Working knowledge of basic Social Services programs and operating systems.
• Working knowledge of standard office practices and procedures.

This investigation may include fingerprint checks (State Police, FBI), local agency checks, employment verification and references, verification of education (relevant to employment), credit checks (relevant to employment) and other checks requested by the hiring authority. Applicants will be subject to a Criminal History Background search, Central Registry search, DMV/driving record check. All offers are contingent upon satisfactory results of the required checks and screening. Must pass the agency's background checks.

All employees must have a valid driver's license to operate a motor vehicle in the state of Virginia. Driving record must meet agency requirements.

Employee must be willing to work in the community emergency shelter in the event of a natural disaster or emergency. Providing emergency shelter is mandated and required.

APPLICATIONS, RESUMES AND REFERENCES FOR THIS POSITION MUST BE SUBMITTED ELECTRONICALLY THROUGH THIS WEBSITE. A RESUME MUST BE SUBMITTED WITH YOUR APPLICATION. MAILED, EMAILED, FAXED, OR HAND-DELIVERED APPLICATIONS AND RESUMES WILL NOT BE ACCEPTED. Consideration for an interview is based solely on the information provided. Applications/Resumes must include complete work history.