Customer Experience Associate (Receptionist)

Customer Experience Associate

Under the direct supervision of the Administrative Operation Supervisor, the Customer Experience Associate is responsible for delivering a welcoming, professional, and customer-centered experience for all visitors, clients, and stakeholders. Approximately 50% of the role is dedicated to serving as the first point of contact for the organization by greeting guests, responding to phone and in-person inquiries, addressing customer needs, maintaining confidentiality related to clients, staff, and agency information, and ensuring a positive and efficient service experience. This position plays a key role in fostering customer satisfaction through responsive communication, problem resolution, and a commitment to service excellence. The remaining 50% of the role is dedicated to providing administrative and operational support to Business Operations, including data entry, records and file management, document preparation, office coordination, and other administrative functions. Through both customer-facing and administrative responsibilities, this position contributes to organizational effectiveness, service quality, and a consistently positive customer experience.

Essential Functions:

• Demonstrates excellent customer service 100% of the time.
• Greet and receive clients at the front desk.
• Monitor and promote a welcoming, safe, and customer-centered environment in reception and common areas.
• Follow up with clients, when appropriate, to ensure needs have been addressed and services were successfully accessed.
• Answers calls promptly, gathers basic information accurately, routes calls appropriately.
• Greet visitors warmly and make sure they are comfortable.
• Call staff members waiting for visitors and ensure clients are being greeted in a timely manner.
• Demonstrates ability to respond appropriately to the cultural differences among HOPICSs service population.
• Make assessments during in person or telephonic request for initial appointments to determine that their needs can be met by HOPICS; refer callers to other agencies when their needs cannot be met by HOPICS; Re-direct clients to the appropriate location of services.
• Maintains current knowledge of HOPICS programs and associated eligibility criteria; obtains and enters client information into HOPICS Kiosk database; knowledge of HOPICS program outlines, and community resources for client referral.
• Responsible for posting and distribution of building closure signage for all HOPICS office buildings.
• Communicate and coordinate instructions to clients who walk in at the front desk.
• Schedule client appointments and provide information to clients.
• Provide clerical support to Operations Manager
• Retrieve and respond to voice messages within 24 hours.
• Communicate urgent client needs to the Supervisor.
• Communicate and coordinate with direct service staff to facilitate information, linkages and referrals to clients as needed or directed.
• Ability to multi-task and daily problem solving; Ability to juggle multiple projects with superb accuracy.
• Ensure the agency breakroom is adequately stocked daily and keeps all site supply rooms fully stocked.
• Orders supplies needed by the respective site locations.
• Represent the Division in a variety of community settings including funder, provider and community meetings, and major events.
• Maintain and post all required work-related documents.
• Maintain confidentiality of all information that is accessible.
• Perform data entry and scan documents.
• Assist in resolving any administrative problems.
• Verify and provide client with their appointment time and date as available in the Google Calendar
• Provide clients with a map, including but not limited to the metro route that will take to reach their destination.
• Provide clients and community partners with a list of approved COVID Testing Location via preferred zip code.
• Provide colleagues with assistance and training on how to schedule appointments via the Google Calendar
• Keep and maintain the front area in compliance with audit requirements.
• Organize and distribute documents printed and left behind by the reception area.
• Make copies and maintain sufficient documents in the reception area, including but not limited to the Medical Verification Form, ACCESS Screening Form, etc.
• Assist with receiving and sorting mail and delivering billing to the appropriate department.
• Aid other Program Managers and Associate Directors in the company as directed by the Operations Manager.
• Receive incoming conference room and outdoor meeting space reservations and process them accordingly.

Secondary Functions:

• Perform other duties as assigned.
• Maintain files/records on client services in compliance with HIPAA and other funding requirements for auditing purposes.
• Timely completion of required case notes and other documentation.
• Attend mandatory Agency meetings and training.

Minimum Qualifications - Knowledge, Skills and Abilities Required:

• High school diploma or equivalent.
• Must have a valid CA drivers license.
• Must have current proof of auto insurance.
• Ability to think and work effectively under stress and in emergencies.
• Proficient in Microsoft office
• Proficient in Adobe Pro
• Ability to understand and carry out oral and written directions.
• Friendly voice and clear enunciation.
• Ability to work with clients from diverse cultural, ethnic, and socio-economic backgrounds.
• Verification of Employment Eligibility and Background Clearance.
• TB test required (Not more than (3) month prior to or (7) days after Date of Hire, and renewed annually thereafter), CPR and First Aid Certification required within 30 days of employment with the company.

Non-Essential Qualifications (optional)-Knowledge, Skills, and Abilities:

• Advising Co-Workers and Interns on proper training, documentation completion daily,
• Provide quality customer service.
• Coordinate monthly SPA 6 providers meeting.
• Participate in Division Administration Team
• Handle and resolve assessors, clients, programs, and court discrepancies.

Environmental Conditions (Working Conditions): The Receptionist & Administrative Support Specialist will work in an office setting. S/he may be exposed to aggressive, sometimes noisy, loud, and disruptive clients and must work in conjunction with other staff members, interface with courts, LA County Probation, Sheriff's Department and Mental Health Departments and other community agencies. There is some responsibility to work in noisy environments where adults are free to talk loud and expressively.

Physical Requirements:

• This position demands good physical and mental health. The Receptionist & Administrative Support Specialist will be required to lift, carry, walk, sit, push, pull and work a flexible schedule, must be able to move continuously during work hours and able to lift and/or carry up to 25 pounds. The Receptionist & Administrative Support Specialist will spend time sitting, standing, walking, carrying (<25lbs), listening, speaking.

Mental Requirements:

• The Receptionist & Administrative Support Specialist must be able to handle any/all the following: interruptions, changes in priorities/work schedules; be able to process information, think, and conceptualize, constant distractions, interruptions, uncontrollable changes in priorities/work schedules; be able to process information, think, and conceptualize.