Front Office Coordinator

Job Description

Job Description

The Front Office Coordinator serves as the first point of contact for the Roane County United Way (RCUW), providing a welcoming and professional experience for guests, donors, and community partners. Under the direct supervision of the Executive Director, this role manages incoming calls, greets and assists visitors, supports the creation of marketing materials and social media posts, manages in-kind donations, provides administrative support, and maintains an organized, efficient front office environment. The Front Office Coordinator also plays a key support role in planning and executing the Roane County United Way Fair, with hours increasing temporarily in May to provide on-site support during the event.

This position is 15 to 20 hours per week. 

Essential Duties and Responsibilities
The following responsibilities reflect the core functions of the role and are considered essential to the position. They are not intended to be an exhaustive list but rather a representation of the key duties required to advance RCUW’s mission. Duties may evolve based on organizational needs and community priorities.

• Answer, screen, and route incoming calls professionally and courteously.
• Greet and assist all guests, donors, and volunteers; provide direction, information, and support as needed.
• Provide compassionate, informed conversations with community members seeking referrals or assistance.
• Sort and distribute incoming mail; prepare and track outgoing mail and packages.
• Administrative duties including document creation, copying, scanning, mailing, proofreading, filing, and other clerical duties to support daily office operations.
• Assist with planning, support, and volunteer coordination for the Roane County United Way Fair, both on-site and off-site.
• Sorting, documenting, inventorying, and storing in-kind donations, including completing in-kind donation forms.
• Creating flyers and social media posts for RCUW events/activities.
• Other duties as assigned by the Executive Director.

Required Skills/ Abilities  

• Strong interpersonal and customer service skills with a friendly, solution-focused attitude.
• Excellent communication skills in English, both verbal and written.
• Attention to detail with strong organizational and time management abilities.
• Ability to manage multiple tasks in a fast-paced environment while meeting deadlines.
• Professional judgment, reliability, and a team-oriented approach.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
• Ability and willingness to learn new technologies and tools as needed.
• Comfort interacting with the public, including individuals seeking assistance.

Education and Experience 

• High school diploma or equivalent required.
• Minimum of one (1) year of experience in administrative, front desk, reception, or customer service roles.

Desirable, But Not Required

• Strong ability to complete designated tasks efficiently within a shortened workday.
• Comfortable providing compassionate care and conversations to those seeking assistance.
• Prior experience working with non-profits or community-based organizations.
• Experience with social media platforms
• Experience with Canva or another graphic design platform for creating event and program flyers.

RCUW Competencies 

Accountability/Results Orientation - Is accountable for achieving assigned work projects. Collaborates with others to establish work project parameters, desired results/outcomes, and resource requirements. Keeps team leader(s) informed on work progress and changes in work direction. Takes ownership of work and outcomes achieved, selecting the best work approach. Protects the United Way brand, promoting its relevance and statue to the extent possible. Behaves ethically and honestly in all activities done on behalf of RCUW and the movement. Demonstrates a commitment to RCUW’s mission and values.

Decision-Making/Risk-Taking - Evaluates available information and recommends a course of action. Proactively takes the initiative in seeking new projects and opportunities. Contributes own assessment of risks and implications of decisions in team decision-making efforts. Develops and proposes effective alternative solutions. Uses judgment appropriately in decision-making. Knows when to shift decision-making upwards.

Teamwork Collaboration - Shares pertinent information and keeps team members informed regularly. Ensure that processes, systems, and resources are available and direct them appropriately to enable the team to accomplish its goals and objectives efficiently. Able to adapt quickly to changing conditions or performance expectations. Able to focus on assignments during periods of change and uncertainty.

Relationship Management - Utilizes rapport to build trust and collaboration with others. Identifies and shares mutual benefits/needs in working together. Is ethical in dealing with others to achieve the desired results. Interacts and communicates with stakeholders effectively. Fosters and maintains working relationships across the United Way system. Formulates and communicates in an ethical and politically sensitive manner.

Communications - Expresses work issues and problems clearly and concisely. Communicates effectively with others up, down, and across the organization to achieve expected organizational results. Able to communicate and engage with people from all backgrounds. Gives and receives constructive feedback. Seeks direct input on team effectiveness and environment.

Innovation/Creativity – Proactively develops and implements new approaches to accomplish tasks that impact others in and outside their team. Is able to reasonably "take risks.” Assists others in developing new systems, products, processes, and procedures. Strives to stay current on new or emerging trends and capitalizes on them.

Physical Demands and Work Environment
The physical and environmental demands described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodation will be made to enable individuals with disabilities to perform these functions.

Physical Demands

• This position operates in a professional office setting..
• The role routinely uses standard office equipment such as computers, phones, printers, and photocopiers.
• The employee is regularly required to sit, stand, walk, and use hands and fingers to operate a computer and keyboard.
• Visual and auditory acuity is required to perform essential communication tasks via phone, video conferencing, email, and in-person meetings.
• Occasional lifting or carrying of items up to 25 pounds may be required (e.g., supplies for meetings or outreach events).

• This role may require occasional local travel to partner sites, community events, and meetings. Access to reliable transportation for meetings and events within Roane County and at state and regional locations.
  
  

Environmental Conditions

• Work is typically performed indoors in a climate-controlled office or remote setting.
• Occasional work in off-site locations such as community centers, nonprofit partner facilities, or event venues may occur, which may vary in accessibility and noise levels.
• Occasional exposure to outdoor conditions may occur when attending community events or site visits.
• The role may involve occasional high-energy or emotionally sensitive environments when working directly with community members or facilitating group discussions.