Job Purpose: The Front Desk Office Support will provide coverage for our reception area during the week days and will be responsible for providing exceptional customer service to residents, visitors and teammates. This position will be very active and will require a patient person who loves something new each day!

Duties:

• Operates multi-line switchboard: Using good phone etiquette, promptly answers and directs all incoming telephone calls.
• Operates two-way radio system to contact Safety, Maintenance or other Epworth Villa staff to communicate as needed. Using good phone etiquette answers the call boxes for multiple gates, requests information, documents information and opens the gates as requested.
• Monitors emergency call systems, contacts 911 when necessary.
• Monitors emergency fire alarm systems, contacts maintenance and safety when necessary.
• Sets up food service requests.
• Assists with transitions inside/outside of our buildings.
• Assists with new resident move-in process.
• Maintains and updates all phone lists, birthday lists and the stat check system.
• Accepts, logs, and distributes deliveries of packages, flowers and occasionally prescriptions.
• Checks availability of guest rooms, logs reservations for them and notifies housekeeping of incoming and exiting guests.
• Offers a friendly welcome and assistance to potential teammates, residents and visitors. Requests that all visitors to the community sign in and out. Checks with residents when a visitor or vendor is asking for directions to their apartment or cottage, prior to giving out information.
• Responsible for small petty cash fund for resident’s use.
• Assists residents in making copies and sending faxes when possible. Creates work orders for maintenance, housekeeping, floor care and other services.
• Attends mandatory staff meetings and abides by the Employee Handbook.
• Prepares resident death notice for memorial table.
• Types, files, or copies material for Department Director and other teammates.
• Other duties as assigned.

Skills/Qualifications:

• Must be experienced in using computers with several software applications including Windows, Microsoft Office applications (Word and Excel, etc.) and able to learn new programs as needed.
• Familiar with and able to use multi-line telephone system, radio paging system, and emergency call systems.
• Must be able to communicate effectively with callers, write clear messages, and must be able to organize and accomplish multiple tasks simultaneously.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak clearly and give concise directions over the telephone and in person.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Supervisory Responsibilities:

• None

Other Skills and Abilities:

• Must possess compassion, understanding, patience and tact in dealing with residents, families, and ability to work as a team member with other staff.
• Must demonstrate an attitude of service to residents, family members, staff, and people from the community.
• Must have ability to protect and maintain confidential business and resident information.
• Should be flexible and adaptable to changing shifts as necessary to maintain adequate staffing on the front desk.
• Comfortable in emergency situations
• Must be compassionate
• Creativity is a plus
• Strong Customer Service Skills

Education and/or Experience:

• One year certificate from college or technical school; one to two years related experience and/or training; or equivalent combination of education and experience.
• Social Services Experience a plus

Physical Demands:

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee is frequently required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. 

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.