Job Description
Job Title Bilingual Call Specialist/Receptionist, Part-Time
Job ID 709492
Location SAN ANTONIO,  TX 78212-4610
Other Location
Description
Bilingual Call Specialist/Receptionist, Part-Time
Family Service Association
 
JOB SUMMARY:
As the first point of contact with callers, visitors and outside agency representatives, the Call Specialist/Receptionist projects the agency’s welcoming client-centered philosophy and performs clerical and administrative tasks in support of the day-to-day operations of one or more agency offices and/or programs. 

REQUIRED COMPETENCIES/SKILLS:
Adaptability:
Adapts to changes in the work environment.  Manages competing demands.  Accepts criticism and feedback.  Changes approach or method to best fit the situation.

Customer Service:
Displays courtesy and sensitivity.  Manages difficult or emotional customer situations.  Meets commitments.  Responds promptly to customer needs.  Solicits customer feedback to improve service.

Quality:
Demonstrates accuracy and thoroughness.  Displays commitment to excellence.  Looks for ways to improve and promote quality.  Applies feedback to improve performance.  Monitors own work to ensure quality.

Essential Functions:
Call Specialist
  • Answer a multi-line telephone and route incoming calls promptly; accurately relay, orally or in writing, all messages; place outgoing calls as requested; regularly check the voicemail and change outgoing greeting as necessary.
  • Manage all incoming telephone calls by addressing questions of callers and connecting them to the correct department or directing them to the appropriate community resource.
  • Answers questions about the agency and provides callers with address, directions, and other information.
Receptionist
  • Greet and welcome all visitors to the office, and follow guest registration procedures and accurately track all visitors that enter and exit the office/building; and monitor visit access and issue passes when required.
  • Maintain a welcoming and safe waiting area for all visitors.
  • Keep an accurate and up-to-date database, as assigned, to track postage, visitor registration, copier totals and/or other required end-of-the-month reports and submit to the business office on time as required.
  • Accept, date stamp, and route incoming mail; make timely distribution of incoming and outgoing mail, and logging any received checks on the daily control sheet with the date and signature; forward to appropriate contact in the business office.
  • Manage client-related financial matters such as accepting and recording payments, issuing receipts, posting payments, recording client hours for billing purposes, and/or distributing information for billing to the business office.  Complete and submit the required daily “Cash Custodian Report” to the business office.
  • Manage client activities, as assigned, such as scheduling client appointments, documenting scheduled appointments, and registering clients for classes and activities.
  • Organize and maintain filing system including attaching clinical appointments, documenting scheduled appointments, and registering clients for classes and activities. 
  • Maintain good relationships with stakeholders (including current and potential clients, community and co-workers), focusing on providing excellent and culturally sensitive customer service and presenting a positive image of the agency in all community and stakeholder interactions.
  • Maintain a working environment which encourages mutual respect, promotes respectful and congenial relationships between employees and is free from all forms of harassment.
  • Perform other duties as assigned, including presentations to community groups and organizations, in accordance with the agency's "team" philosophy.
Education/Training and Experience
  • High school graduate with special training in general office tasks, or high school graduate with demonstrated competence in general office tasks attained through on-the-job training; 1-2 years experience in a customer service role preferred.
  • Familiarity with and working knowledge of Microsoft Office products such as Word, Excel, and Outlook.
  • Knowledge of agency and community resources and services.
  • Bilingual (English/Spanish fluency) required.
REQUIRED CERTIFICATES AND LICENSES:
  • Certificate or license, as applicable, by the appropriate State agency as a qualified practitioner.
  • State of Texas vehicle operator’s license and proof of liability insurance.
 
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