Front Desk Specialist

Job Overview:

The Front Desk is responsible for maintaining a welcoming and professional customer service-focused environment, ensuring clients and visitors are directed to the appropriate programs and staff members, and responding to inquiries about IRC’s services. The position is also responsible for completing general administrative and client coordination tasks for the operations teams and direct service delivery teams, including overseeing front desk/reception interns and volunteers. The position reports to the Community Engagement Coordinator and is part of the Operations Team.

Major Responsibilities:

Front Desk & Office Access:

• Manage front door entry system and lobby in a professional way. Help maintain workplace security by ensuring visitors check-in and check-out, via a visitor management system, and follow COVID-19 and other IRC Safety & Security protocols.
• Greet and process visitors with appointments and with support from appropriate staff, manage visitors without appointments.
• Respond to all client inquiries in a polite, professional, and timely manner.
• In conjunction with the operations Coordinator, ensure new staff and interns have access to ID cards, and office key codes.
• Answer and direct incoming telephone calls. Take messages and answer basic questions or direct them to appropriate programs/people
• Oversee administrative volunteers and provide training, supervision, and support
• Regularly update front office memos and announcements board and inform occasional interns/volunteers of policy changes as necessary.
• Assist with safety and security measures as required.
• Perform other duties as assigned by supervisor

Space Management:

• Coordinate calendaring and use of shared meeting spaces such as conference and training rooms, meeting suites and desks.
• Maintain the reception area and lobby in a sanitized, neat, and professional manner.
• Administration and Operations Support:
• Oversee operations in both reception offices and copy rooms, including receiving and distributing mail and deliveries, restocking office supplies.
• With support from Operations Coordinator, liaise with office and equipment maintenance providers and other external parties as needed to support office operations.
• Assist with maintaining and processing office supply requests, valuation of CIK, and managing inventory.
• Carry out a variety of administrative tasks including but not limited to assisting with scheduling of appointments, filing, faxing, receiving, and distributing mail.
• Monitor general office and volunteer email inboxes, direct emails to appropriate staff, respond to general inquiries.
• Coordinate with donors and advise on donation needs and requirements; assist with donation drop-offs.
• In conjunction with the Community Engagement Coordinator inform occasional interns/volunteers of policy changes as necessary.
• Comply with all IRC policies, procedures, and protocols including the IRC Way and Child Safeguarding Policy.
• Other duties as assigned.

Key Working Relationships:

Position Reports to: Community Engagement Coordinator

Other Internal and/or external contacts: Operations Coordinator

Internal: IRC Staff, volunteers, and Interns

External: Position helps coordinate services and is responsible for maintaining relationships with appropriate vendors and community partners.

Job Requirements:

• English proficiency, both spoken and written; bilingual language skills preferred.
• Lived experience as a refugee or immigrant is highly preferred.
• Committed to diversity, equity and inclusion and continual learning and growth.
• High School Diploma or equivalent required, with at least two years of relevant work experience in an office environment.
• Ability to work in an office space; ability to lift 30 pounds.
• Proven customer service skills with the ability to communicate effectively with limited English speakers.
• Proficient in Microsoft Office applications (Word, Excel, Outlook), strong keyboarding skills, and internet usage skills; database familiarity is a plus.
• Proven organizational experience with the ability to juggle multiple tasks, set priorities, effectively manage time, demonstrate timeliness, and meet deadlines with accuracy and attention to detail.
• Ability to handle multiple tasks simultaneously in a dynamic environment.
• Ability to effectively communicate and work as a team member with collaborative partners, the community, and clients in a cross-cultural, multi-disciplinary environment.
• Committed to anti-racism and continual learning and growth.
• Comfortable welcoming and working with people of all backgrounds and identities including immigrants, refugees.
• Ability to work independently and as part of a team.

Working Environment:

• Standard, professional office environment
• May require occasional weekend and /or evening work

Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

US Benefits: The IRC offers a comprehensive and highly competitive set of benefits. All US employees are eligible for sick time, a 403b retirement savings plans: up to 4.5% immediately vested matching contribution, plus an 3-7% additional IRC contribution, and an Employee Assistance Program which is available to our staff and their families to support in times of crisis and mental health struggles.

In addition, full-time employees are eligible for 10 US paid holidays, 20-25 paid time off days, disability & life insurance, medical, dental, and vision insurance (employee contribution starting at $135, $7, and $5 per month respectively) and FSA for healthcare, childcare, and commuter costs. Part-time employees are eligible for a proportionate amount of paid time off. These additional benefits apply to employees who work at least 6 months within a 12-month time period.