Reception & Customer Experience Coordinator

Under the direction of the Executive Assistant or designated supervisor, the Reception & Customer Experience Coordinator (Administrative Receptionist) serves as the first point of contact for residents, applicants, employees, vendors, visitors, and members of the public visiting or contacting the Newark Housing Authority.The Reception & Customer Experience Coordinator serves as the public face and first impression of the Authority and plays an important role in promoting a professional, welcoming, safe, and service-oriented environment for residents, visitors, employees, and stakeholders. The position helps ensure that visitors are appropriately received, directed, and assisted while supporting building access protocols and maintaining a secure and professional reception area.This position is responsible for providing exceptional customer service, coordinating reception activities, monitoring visitor access, facilitating communication with departments, and providing administrative support to promote efficient daily operations and a positive customer experience.The Reception & Customer Experience Coordinator recognizes that the reception area is often the first and last impression of the Authority and takes ownership of creating a professional, welcoming, safe, and customer-focused experience for all individuals interacting with the organization.All activities support the Authority's mission of providing responsive, high-quality services to residents and constituents while fostering professionalism, accountability, and service excellence.The Reception & Customer Experience Coordinator also performs other related duties as assigned.ESSENTIAL DUTIES AND RESPONSIBILITIESThe statements below describe the general nature and scope of work performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Other duties may be assigned.Customer Experience and Organizational RepresentationRepresents the Authority in a professional and customer-focused manner and serves as an ambassador for the organization.Creates a welcoming and respectful experience for residents, visitors, vendors, employees, and stakeholders.Helps ensure concerns are directed to the appropriate departments and escalated appropriately when necessary.Promotes positive interactions and supports the Authority's commitment to responsive and quality customer service.Demonstrates tact, diplomacy, and professionalism when interacting with individuals who may be frustrated, upset, or experiencing difficult circumstances.Recognizes that the reception area is often the first and last impression of the Authority and takes ownership of creating a professional, welcoming, safe, and customer-focused experience.Customer Service and ReceptionServes as the primary point of contact for residents, applicants, employees, vendors, visitors, and members of the public.Greets visitors in a courteous, professional, and respectful manner.Answers incoming telephone calls, screens inquiries, provides routine information, and directs calls to appropriate personnel.Responds to general inquiries and refers more complex issues to appropriate departments.Assists visitors in locating offices, staff members, and meeting locations.Maintains a welcoming, organized, and professional reception area.Visitor Management and Building AccessMaintains visitor sign-in procedures and visitor logs as required.Monitors visitor activity and helps ensure individuals entering Authority facilities have appropriate business purposes.Ensures visitors are directed to the appropriate office or personnel and, when appropriate, coordinates visitor escorts in accordance with Authority procedures.Coordinates with Security, management, or appropriate personnel regarding unauthorized individuals, disruptive behavior, suspicious activity, or safety concerns.Assists in maintaining a safe, secure, and professional environment for employees, residents, and visitors.Notifies Security or management regarding emergencies or unusual situations requiring immediate attention.Administrative SupportAssists with scheduling appointments, meetings, and conference room usage.Performs data entry and maintains files, logs, and records.Scans, copies, and prepares documents and correspondence.Assists with the distribution of forms, applications, informational materials, and general Authority communications.Supports special projects and administrative assignments as directed.Records and ConfidentialityMaintains confidentiality of sensitive information and records.Ensures records and documentation are maintained accurately and timely.Assists with maintaining office files and records in accordance with Authority procedures.Customer ExperienceDemonstrates professionalism and excellent customer service in all interactions.Helps support the Authority's commitment to responsive and quality service delivery.Works collaboratively with departments to address customer concerns and direct inquiries appropriately.Other DutiesPerforms other duties as assigned.COMPETENCIESRelationship Building and Service ExcellenceBuilds positive relationships with residents, visitors, employees, and stakeholders. Represents the Authority with professionalism, courtesy, and respect and contributes to a positive experience for all individuals interacting with the organization.Customer ServiceProvides courteous, responsive, and professional service to residents, applicants, employees, vendors, and visitors while maintaining a positive and respectful demeanor.CommunicationCommunicates effectively both orally and in writing. Listens attentively and conveys information clearly and professionally.ProfessionalismDemonstrates integrity, reliability, discretion, and professionalism while representing the Authority.Organization and Attention to DetailMaintains accurate records, prioritizes assignments, and completes work in an organized and timely manner.Safety and Situational AwarenessDemonstrates sound judgment and awareness in monitoring visitor activity and identifying potential concerns. Appropriately escalates issues to Security or management while maintaining professionalism and customer service.Dependability and AccountabilityDemonstrates reliability, punctuality, initiative, and accountability in the performance of assigned responsibilities.PHYSICAL REQUIREMENTS AND WORK ENVIRONMENTThe work environment and physical requirements described below are representative of those generally associated with this position.Work is primarily performed in an office and reception area environment.The position requires frequent sitting, standing, walking, bending, and reaching.The employee regularly uses a computer, telephone, copier, scanner, and other standard office equipment.The employee may occasionally lift or move office materials and supplies.The position requires frequent interaction with residents, visitors, employees, vendors, and members of the public.The employee may encounter individuals who are upset, frustrated, or experiencing stressful circumstances and must maintain professionalism and composure.The position may require occasional movement throughout Authority facilities to assist visitors, deliver materials, or support administrative functions.Attendance and punctuality are essential to maintaining front desk operations and customer service continuity.WORKING CONDITIONSWork is performed primarily in a professional office setting.The employee is expected to maintain a professional appearance and demeanor.The position requires continuous interaction with the public and Authority personnel.The employee must exercise sound judgment, maintain confidentiality, and demonstrate excellent customer service.The employee may occasionally be exposed to stressful situations requiring tact, diplomacy, and de-escalation skills.The employee is expected to comply with all Authority policies and procedures regarding safety, security, and confidentiality.DISCLAIMERThe statements contained herein describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and qualifications required.Management reserves the right to assign, modify, or remove duties and responsibilities as operational needs dictate. Nothing contained in this position description shall be construed as creating an employment contract or altering the at-will nature of employment where applicable.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.Education and ExperienceHigh school diploma or GED required.Associate degree in Business Administration, Public Administration, Office Administration, or a related field preferred.Minimum of two (2) years of customer service, receptionist, administrative support, or office experience required.Public housing, municipal, nonprofit, or government experience preferred.Knowledge, Skills, and AbilitiesKnowledge of general office procedures and customer service principles.Ability to communicate effectively with individuals from diverse backgrounds.Ability to maintain confidentiality and exercise sound judgment.Ability to manage multiple priorities and work independently.Ability to de-escalate difficult situations and maintain professionalism.Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and Teams.Ability to establish and maintain effective working relationships with residents, employees, vendors, and the public. #J-18808-Ljbffr City of Newark Housing Authority