Console Attendant- Jacksonville Florida

Hours: 8am to 5pm EST, Monday through Friday. This is a Hybrid role and you will be working 1 week in the Jacksonville office and the other 3 weeks will be working from home.

SUMMARY

Perform in a senior level capacity to create and maintain a professional image of the company by providing prompt, courteous and efficient service to visitors, guest employees, telephone callers, taking and relaying messages and performing various light administrative duties.

ESSENTIAL RESPONSIBILITIES include the following.

• Greet visitors, ask them to sign in, if applicable and contact the employee the visitor is to see.
• Answer and properly route calls using the companywide switchboard.
• Prioritize calls and escalate customer service issues to the proper chain of command.
• Responsible for training a back-up and providing guidance on policies and procedures.
• Notify employees upon receipt of inbound deliveries or have the delivery made to the Mail Room.
• Provide light administrative support to Headquarters staff as directed, assisting Administration or any other team when needed for various tasks (envelope labels, compiling manuals, etc.) with manager approval.
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintain the reception area in a neat and orderly fashion to include visitor reading materials.
• Perform other duties as assigned by Manager.

REQUIREMENTS

• Ability to follow oral and written instructions
• 1-2 years previous switchboard experience, preferred
• Knowledge of Avaya One telecom software, helpful
• Excellent phone etiquette
• Exceptional customer service skills
• Computer experience
• Ability to work independently
• Ability to professionally handle large volumes of calls, daily

EDUCATION and/or EXPERIENCE

• Minimum Education: High school diploma or general education degree (GED)
• Minimum Experience: Or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Years’ Experience for full proficiency in role: Six months

LANGUAGE SKILLS

• Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to read, write and speak English.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

• Greet visitors, ask them to sign in, if applicable and contact the employee the visitor is to see.
• Answer and properly route calls, some confidential in nature, using the companywide switchboard or provide appropriate information to the caller.  Calls are to be handled expeditiously, in a professional and businesslike manner, while being friendly and using a high standard of customer service.
• Prioritize calls and escalate customer service issues to the proper chain of command.
• Takes initiative to ensure the company phone and speed dial list are current.
• Responsible for training a back-up and providing guidance on policies and procedures.
• Notify employees upon receipt of inbound deliveries or have the delivery made to the Mail Room as is appropriate.
• Must perform duties to the standards of the job description and comply with the company's policies, practices, and procedures.
• Provide light administrative support to Headquarters staff as directed, assisting Administration or any other team when needed for various tasks (envelope labels, compiling manuals, etc.) with manager approval.
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintain the reception area in a neat and orderly fashion to include visitor reading materials.
• Perform other duties as assigned by Manager.