Bilingual Customer Service Associate
Company: YWCA Evanston North Shore
Location: Evanston
Posted on: May 3, 2024
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Job Description:
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
RESPONSIBILITIESFront 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 QUALIFICATIONSEducation: High school
diploma or equivalentExperience and/or Training: At least 1 year of
reception, customer service, or retail sales experienceLanguage:
Fluent in conversational Spanish with intermediate reading and
writing proficiencyLicenses/Certificates: First Aid/CPR within 6
months of employmentTechnology/Equipment: Intermediate proficiency
in Microsoft Office SuitePREFERRED QUALIFICATIONSExperience 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 DEMANDSIntermittent (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/computerOccasionally
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
ENVIRONMENTEmployee 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.PM22Compensation details:
16.54-19.59 Hourly WagePI4448d2fb79d9-25660-34122074
Keywords: YWCA Evanston North Shore, Bartlett , Bilingual Customer Service Associate, Other , Evanston, Illinois
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