Description

This position is located in Evanston, Illinois.

The Bilingual Customer Service Associate is the first point of contact for the public and conducts front-desk operations in a welcoming, inclusive, respectful, and efficient manner. The Associate greets all callers, visitors, program participants, and staff; answers questions accurately; maintains a safe and clean lobby; conducts point-of-sale transactions and assists participants with program registrations; opens and processes mail and deliveries; and directs all inquiries appropriately.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Front Desk Operations (50%)

• Greets each visitor with a smile and checks them in according to protocol; assists visitors with disabilities or limited mobility with accessing the lobby and pool area.
• Answers, responds to, and appropriately directs all phone calls and retrieves and relays voicemail messages in a timely manner, at least one time per day, via email or telecom service.
• Ensures daily schedule of on-site workshops, trainings, or meetings is posted for members of the public to easily find.
• Ensures the front desk is maintained as a service-oriented, professional space by keeping supplies stocked, surfaces tidy, and maintaining confidentiality in relation to information regarding the YWCA staff, participants, contractors, and visitors.
• Ensures clean, safe, well-stocked spaces by conducting regularly scheduled walk-throughs of the lobby, copy room, and locker rooms, reporting maintenance requests as needed.
• Performs all required opening and closing procedures and is knowledgeable of building security and emergency protocols to maintain the security and welfare of clients, customers, and staff.
• Report on equipment, facility, and software issues to the manager immediately.
• Date stamps and distribute incoming mail according to protocol. Inspects all incoming mail for checks. Processes all check receipts received in the mail according to instructions. Records receipt of packages and notifies staff regarding package delivery. Distributes mail and faxes to staff mailboxes as received.
• Assist the Operations Manager with contacting and guiding contractors.
• Unlock and lock facility based on operating hours.

Registrations, Donations, and Point of Sale (POS) (45%)

• Assist customers in registering for agency programs, including but not limited to answering questions, looking up and/or helping participants create accounts, and collecting and processing registration fees through the POS system if needed.
• Maintain an orderly inventory of aquatics merchandise and process the sale of merchandise through the POS.
• Receive and process donations through the POS system, report any donation over $100 to the Development team according to protocol, and enter donor information into the participant database as requested.
• Balances cash drawer at the end of every shift and prepares daily reports for accounting.
• Directs all monetary or in-kind donation calls to the appropriate staff person, receives and transports approved in-kind donations according to protocol; notifies relevant personnel for on-site approvals as needed; and courteously turns away items not preapproved.

ADDITIONAL DUTIES (5%)

• Accepting call-back shifts when available.
• Communicates with Spanish-speaking clients and assists with limited translations as requested.
• Attends staff training and participates in agency committees.
• Pursues professional development.
• Understands and adheres to all YWCA Evanston/North Shore procedures and policies as well as the YWCA Employee Handbook.
• Performs other duties as assigned by management.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

MINIMUM QUALIFICATIONS

Education: High school diploma or equivalent

Experience and/or Training: At least 1 year of reception, customer service, or retail sales experience

Language: Fluent in conversational Spanish with intermediate reading and writing proficiency

Licenses/Certificates: First Aid/CPR within 6 months of employment

Technology/Equipment: Intermediate proficiency in Microsoft Office Suite

PREFERRED QUALIFICATIONS

Experience and/or Training:

•  At least two years in reception, customer service, or retail sales experience with emphasis on greeting customers, answering questions, providing accurate information, and implementing reception desk tasks.
•  Experience with point-of-sale processing and close-outs.
•  Experience opening and closing a facility.
•  Experience processing incoming mail and packages.

Technology/Equipment:

•  Intermediate proficiency using point-of-sale systems.
•  Beginner experience with databases.

PHYSICAL AND MENTAL DEMANDS

Intermittent (less than 15%), Occasional (15-45%), Frequent (50-75%), and Continuous (over 75%).

• Frequent nights and/or weekends are required for events or meetings.
• Occasional local travel is required.
• Tolerance of prolonged and continuous stationary periods at a desk/computer
• Occasionally required to stand, walk, climb stairs, reach with hands and arms, and reach above shoulders. 
• Occasionally required to push, pull, lift, and/or move up to 10 pounds.
• Must be able to move about the facility.
• Must be able to operate controls for computers and other equipment.

The mental and physical requirements described here represent those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT

• Employee is required to work in a public, common lobby space with consistent and substantial background noise, phone calls, and frequent interruptions.
•  Employee is required to work in close proximity to chlorinated pools, potentially exposing them to humidity and occasional chlorine odors.
•  Employee is expected to keep workspaces free of cell phones, headphones, and all other personal accessories during working hours.
•  Employee may be required to share office space.
•  Employee may be required to work from home.
•  Employee will attend occasional meetings.

The work environment characteristics described here represent those an individual encounters while performing the essential functions of this position.

*Note: YWCA is committed to pay range transparency. Candidates are offered compensation based on how their qualifications meet those of the position.

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