Bilingual Client Services Representative

2 weeks ago

Evanston, Illinois, United States YWCA Evanston North Shore Full time

Position Overview

The Bilingual Customer Service Associate serves as the initial point of contact for clients, managing front-desk operations with a focus on inclusivity, respect, and efficiency. This role involves welcoming all visitors, answering inquiries accurately, maintaining a clean and safe environment, processing transactions, and managing program registrations.

Key Responsibilities

Front Desk Operations (50%)

  • Greet each visitor warmly and assist with check-in procedures, ensuring accessibility for individuals with disabilities.
  • Handle incoming calls and messages promptly, ensuring all inquiries are directed appropriately.
  • Post daily schedules for workshops and events for public visibility.
  • Maintain a professional front desk area by keeping supplies stocked and ensuring confidentiality of sensitive information.
  • Conduct regular inspections of public areas to ensure cleanliness and safety, reporting maintenance needs as necessary.
  • Execute opening and closing procedures while adhering to security protocols.
  • Manage incoming mail, ensuring proper distribution and processing of checks.
  • Assist management with contractor communications as needed.
  • Secure the facility according to operational hours.

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

  • Guide customers through program registrations, answering questions and processing fees as required.
  • Maintain an organized inventory of merchandise and manage sales transactions through the POS system.
  • Process donations, ensuring proper reporting and database entry for donor information.
  • Balance cash drawers and prepare financial reports at the end of each shift.
  • Direct donation inquiries to the appropriate personnel and manage the acceptance of in-kind donations.

Additional Duties (5%)

  • Be available for additional shifts as needed.
  • Assist Spanish-speaking clients with communication and translation as required.
  • Participate in staff training and contribute to agency committees.
  • Pursue opportunities for professional growth.
  • Adhere to all organizational policies and procedures.
  • Perform other duties as assigned by management.

Qualifications

Minimum Requirements

  • High school diploma or equivalent.
  • At least one year of experience in reception, customer service, or retail.
  • Fluency in conversational Spanish with intermediate reading and writing skills.
  • First Aid/CPR certification within six months of employment.
  • Intermediate proficiency in Microsoft Office Suite.

Preferred Qualifications

  • Two years of experience in customer service with a focus on client interaction and reception tasks.
  • Experience with point-of-sale systems and cash handling.
  • Familiarity with facility operations, including opening and closing procedures.
  • Experience with mail and package processing.

Physical and Mental Demands

  • Ability to work evenings and weekends as required.
  • Occasional local travel may be necessary.
  • Capability to remain stationary for extended periods while working at a desk or computer.
  • Occasional physical activity, including standing, walking, and lifting up to 10 pounds.
  • Must be able to navigate the facility effectively.

Working Environment

  • Work is performed in a public lobby area with a high level of background noise and frequent interruptions.
  • Exposure to chlorinated environments may occur.
  • Maintain a professional workspace free from personal distractions during working hours.
  • Collaboration with other staff members may be required.

The above outlines the essential functions and responsibilities of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

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