Description

Position Summary: Under the Direction of the Office Manager, the Bi-Lingual Receptionist is responsible for management of incoming phone calls, appointments, walk-in inquiries and applicants. The Receptionist must have strong knowledge of all Burbank Housing programs and have the ability to explain the programs with clarity and patience in both English and Spanish as needed. The Receptionist also supports the efforts of the Office Manager in all aspects of corporate office operations and specifically in the areas of mail and shipping management, office equipment and supplies and employee requests.

Specific Duties and Responsibilities: The following reflects Burbank Housing’s definition of essential functions for this job but does not restrict the tasks that could be assigned.

• Maintain comprehensive knowledge of Front Desk procedures.
• Maintain Front Desk and procedures manual.
• Open and close the office and front desk daily or as directed by the Office Manager.
• Answer and direct incoming phone calls and visitors with the utmost discretion and judgment.
• Provide bi-lingual services (written and oral) to visitors, callers and staff.
• Provide professional and courteous information to visitors and applicants in both Spanish and English as needed.
• Maintain up-to-date knowledge of and ability to explain Burbank Housing rental and homeownership programs.
• Maintain and manage current resource materials for the public.
• Provide consistent customer service at Front Desk.
• Knowledge of and ability to redirect callers, visitors, and email requests to community resources other than Burbank Housing.
• Answer and direct incoming phone calls using computer /iPhone system.
• Respond to inquiries from staff and manage phone calls forwarded through multiple lines.
• Maintain supply of, mail and email pre-applications for Burbank Housing rental and homeownership programs.
• Process and distribute mail on a daily basis; process outgoing mail as directed.
• Provide support to staff: Assist with projects, mailings, copying, and filing for staff members when needed, including data entry and word processing.
• Provide miscellaneous Spanish/English services to staff as needed, both oral and written.
• Assist Office Manager in all operations as needed, including maintaining conference rooms, kitchen, copy and common areas and organization of lobby space.
• Assist with budget invoicing and online ordering related to position.
• Maintain document, check registry and visitor log.
• Maintain accurate UPS, USPS and Fed-Ex overnight tasks and follow-up confirming delivery.
• Manage postage meter, postage funds, and troubleshoot as needed.
• Drop off outgoing mail to the Post Office as needed.
• Assist with equipment, furniture and supply inventory.
• Order equipment repair calls, toner replacement, troubleshoot for printer repair and maintenance.
• Be familiar on how to book conference rooms in calendars.
• Control check out of and use of company truck by referencing authorized drivers list maintained by HR.
• Control checkout and use of other equipment.
• Control and maintain the use of the electric car charge stations daily and secure them at the end of the day.
• Assist with office recycling efforts.
• Respond to emergencies at the Front Desk and assist the Office Manager or HR Manager as needed in safety or emergency management.
• Other duties as assigned by the Office Manager.

Qualifications

Qualification Requirements: The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made (except experience levels) to enable individuals with disabilities to perform essential job functions.

Job Knowledge/Skills:

1. Commitment & enthusiasm towards achieving Burbank Housing’s Mission and Vision Statements.
2. Ability to work cooperatively and effectively with a diverse group of people.
3. Strong oral and written communication skills.
4. Ability to communicate fluently in English and Spanish.
5. Strong time management skills and ability to multi-task.
6. Ability to maintain professionalism while dealing with high call volumes and multiple walk-ins.
7. Resourceful and take initiative on tasks and projects

Education and/or Experience: Associate’s Degree preferred or some college courses taken. A minimum of 3-years previous experience in an office environment are required.

Language Skills: Ability to read and interpret forms and applications for data entry. Ability to communicate clearly in both verbal and written form. Ability to interpret and understand direction and instructions. Knowledge of the Spanish language is required; the Receptionist must competently understand and speak both Spanish and English.

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

Reasoning Abilities: Ability to assess the needs of callers, determine appropriate routing of calls and visitors and ability to assess when phone calls require an urgent response. Ability to prioritize tasks, follow instructions, and ask for help when necessary.

Other Skills and Abilities:

• Proficiency with Windows, Word, Outlook; Working knowledge of, Excel, Access and Power Point.
• Ability to use and troubleshoot problems with computer, phones, copiers, scanner, mail meters, and other standard office machines and equipment.
• Ability to remain calm, helpful and pleasant under busy and difficult situations.
• Ability to determine when a situation requires assistance from other staff.

Physical Demands: While performing the duties of this job, employee is regularly required to walk, sit; use hands to handle objects/operate keyboards, tools or controls; reach with hands and arms; stoop; kneel and crouch; see, talk and hear.

Work Environment: The noise level in the work environment is usually moderate. The front desk is very busy and encounters many different situations, for example, angry clients, frequent interruptions, busy phones and callers who may be difficult to understand.