Bilingual Client Support Specialist

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 visitors, answering inquiries, maintaining a tidy reception area, processing transactions, assisting with program registrations, handling mail, and directing inquiries appropriately.

Key Responsibilities

Front Desk Operations (50%)

  • Warmly greets visitors and assists them in checking in, ensuring accessibility for individuals with disabilities.
  • Handles all incoming calls, directing them appropriately and managing voicemail messages efficiently.
  • Posts daily schedules for workshops and meetings for public visibility.
  • Maintains a professional front desk environment by ensuring supplies are stocked and confidentiality is upheld.
  • Conducts regular inspections of lobby and common areas to ensure cleanliness and safety, reporting maintenance needs as necessary.
  • Follows opening and closing procedures, adhering to security and emergency protocols to safeguard clients and staff.
  • Records and distributes incoming mail, ensuring checks are processed according to established protocols.
  • Assists the Operations Manager in coordinating with contractors.
  • Manages facility access according to operational hours.

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

  • Guides customers through program registration processes, including account creation and fee collection.
  • Maintains an organized inventory of merchandise and manages sales through the POS system.
  • Processes donations, ensuring proper reporting and data entry into the participant database.
  • Balances cash drawer at the end of shifts and prepares daily financial reports.
  • Directs donation inquiries to the appropriate personnel and manages the acceptance of approved in-kind donations.

Additional Duties (5%)

  • Available for callback shifts as needed.
  • Communicates effectively with Spanish-speaking clients and provides translation assistance when required.
  • Participates in staff training and engages in professional development opportunities.
  • Adheres to all organizational policies and procedures.
  • Performs other tasks as assigned by management.

An individual in this role must be capable of fulfilling the essential duties outlined above. Reasonable accommodations may be made for individuals with disabilities to perform these functions.

Qualifications

Minimum Requirements

  • Education: High school diploma or equivalent.
  • Experience: At least one year in reception, customer service, or retail sales.
  • Language: Fluent in conversational Spanish with intermediate reading and writing skills.
  • Certifications: First Aid/CPR certification within six months of employment.
  • Technology: Proficient in Microsoft Office Suite.

Preferred Qualifications

  • Experience: Two or more years in customer service or retail, focusing on client interaction and reception tasks.
  • Familiarity with POS systems and cash handling.
  • Experience with facility operations, including opening and closing procedures.
  • Knowledge of mail processing and package handling.

Physical and Mental Demands

  • Availability for frequent evening and weekend shifts for events.
  • Occasional local travel may be required.
  • Ability to remain stationary for extended periods while managing front desk duties.
  • Occasional physical activity, including standing, walking, and lifting up to 10 pounds.

Working Environment

  • Work is conducted in a public lobby with background noise and frequent interruptions.
  • Exposure to chlorinated environments may occur.
  • Workspaces must remain free of personal items during working hours.
  • Collaboration in shared office spaces may be necessary.

The characteristics of the work environment described here are representative of those an individual may encounter while performing the essential functions of this position.

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