Front Desk Clerk

JOB DESCRIPTION

Our client, a leading non-profit organization, is looking for a Front Desk Clerk to join their team. In this role you will serve as the initial point of contact for all visitors entering the facility. Ensuring their needs are identified and addressed appropriately, and directing to relevant internal departments in a timely and professional manner.

PRIMARY RESPONSIBILITIES

• Act as the first point of contact for all individuals entering the facility; assess service needs and connect each person to the appropriate internal department.
• Provide high-quality customer service to clients seeking in-person assistance.
• Collect and route client paperwork for various programs, ensuring same-day delivery to the appropriate department.
• Assist clients in communicating emergency situations to the appropriate internal team immediately.
• De-escalate conflicts and respond calmly to challenging situations as they arise.
• Oversee reception and designated waiting areas to ensure visitors’ needs are met efficiently.
• Provide clear direction and guidance to visitors regarding facility policies and protocols.
• Engage with all clients respectfully by identifying and responding to their needs, whether within or outside the immediate scope of the role.
• Interact with visitors using a professional, compassionate, and trauma-informed approach.
• Attend and participate in team meetings as requested; communicate effectively with internal staff across departments.
• Maintain strict confidentiality of client, employee, and organizational information in accordance with applicable federal and state laws, as well as funder requirements.
• Ensure compliance with all program, departmental, organizational, and funder policies and procedures.
• Perform other related duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS

• High School Diploma or equivalent required
• Working knowledge of Microsoft Word, Excel, and Windows
• One to three years of clerical or administrative experience
• Basic reading, writing, and arithmetic skills
• Demonstrated experience adhering to confidentiality requirements
• Strong customer service, interpersonal, and verbal communication skills
• Experience utilizing de-escalation techniques and trauma-informed practices
• Bilingual proficiency in Spanish and Portuguese preferred

PHYSICAL REQUIREMENTS

• Ability to operate standard office equipment
• Ability to stand for extended periods of time

ORGANIZATIONAL RELATIONSHIP

• Reports directly to a Program or Resource Navigation Manager
• Indirect reporting relationship to senior departmental leadership
• No direct or indirect supervisory responsibilities