Customer First Desk Receptionist

Customer Front Desk Receptionist

This is an internal job posting. Only current City of Hamilton employees who are AFSCME, Local 3169 members are eligible to apply. All other applicants will be rejected. This position is responsible for providing direct in-person service to customers at One Renaissance Center. The Customer Front Desk Receptionist has a bias for positivity and action, using well-developed communication and public relations skills to assist customers in a professional and courteous manner. The role involves performing general office duties and ensuring effective customer relations while managing high-volume interactions. This position reports directly to the Customer Service Supervisor. The goal of the position is to deliver exceptional customer service and support office operations, contributing to the overall efficiency and effectiveness of city services by completing all assigned tasks in a timely manner. This position coordinates communication between the public and city departments and building tenants. It does not require training or have knowledge base to perform work for any other city departments or divisions other than the front desk. The job functions, desired skills, knowledge and abilities are limited to support the customer first desk.

Essential Job Functions

• Customer Service: Provide direct assistance in the lobby at One Renaissance Center at the Customer First Desk. Respond to citizens' questions and comments in a courteous and timely manner and assist customers with kiosks in lobby.
• Clerical Duties: Perform general office tasks, including receiving and screening visitors, answering and routing telephone calls, maintaining files opening and distributing mail, entering data into a computer, and other similar tasks.
• Meeting and Event Support: Attend meetings, conferences, and workshops as requested and authorized. Provide support by preparing materials, taking minutes, and performing other related tasks as needed.
• Information and Request Handling: Receive and direct requests from the public for community, city, and/or department related information. Direct requests to the appropriate party as needed.
• Visitor and Communication Management: Greet, screen, and direct visitors, telephone calls, faxes, mail, and messages for office personnel. Listen to and direct complaints related to department or City operations to the appropriate personnel.
• Office Equipment: Operate and maintain modern office equipment, including phones, computers, tablets, copiers, and fax machines. Troubleshoot minor issues as needed.
• Organizational Support: Demonstrate strong organizational skills and attention to detail. Manage multiple tasks and prioritize duties efficiently while handling confidential information with discretion.
• Document Management: Check documents and applications for completeness. Copy, fax, file and mail information as directed.
• Package Management: Receive and distribute deliveries left at the Customer First Desk.
• Item Distribution: Coordinate item drop-offs and pick-ups per department/tenant instruction.
• Additional Duties: Perform other duties consistent with the role and function of this classification and support office operations as required.

Skills/Knowledges/Abilities

• Knowledge of modern office procedures, practices, equipment and terminology.
• Ability to communicate effectively both orally and in writing.
• Ability to understand and follow oral and written policies, procedures, and instructions. Make decisions in accordance with office rules, regulations, policies, and procedures.
• Ability to operate a personal computer efficiently using standard word processing, spreadsheet, and database applications.
• Ability to independently solve problems and make decisions based on established policies and procedures.
• Ability to establish and maintain effective working relationships with other employees, supervisors, and the general public.
• Handle confidential information with tact and discretion.
• Ability to effectively communicate with Spanish speaking clients and staff.

Training/Education/Qualifications

Minimum Qualifications: High School Diploma or equivalent (G.E.D); and One (1) year of work experience directly related to the duties of the position; and Fluent in both English and Spanish.