Bilingual Customer Service Associate

Description

This position is located in Evanston, Ilinois.

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 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