Receptionist

National Center for Construction, Education and Research
Job Description

Department:                     Credentialing and Compliance Services
Position Title:                   Receptionist
Reports To:                       Customer Service Manager
Job Status:                       Non-Exempt, Full Time

Major Duties:

1. Receptionist desk management:

  • Greet and Announce guests and visitorsMaintain organized work area

  • Answer multi-line phone system/train others on how to use

  • Answer incoming calls to the reception desk (first priority is not missing any reception desk calls)

2. Customer Service duties:

  • Provide excellent Customer Service via incoming/outgoing phone calls, e-mails, and other correspondence (including answering calls in the phone Queue during lunch periods, and when needed because of queue overflow and emergencies)

  • Assistance provided to the overall department with projects as needed

  • Maintain accurate knowledge of programs and services offered by NCCER

  • Assist with routing Customer Service inquiries and handling Tier 1 type CS inquiries

  • Transcribe VMs in Fresh desk into tickets with complete details

3. Fresh Desk management assistance as applicable: 

  • Review and follow up on tickets (old, parked, and waiting)

  • Detailed transcription of incoming voicemails into tickets

  • Review and properly assign unassigned tickets (also handle Tier 1 type CS inquiries)

4. Knowledge Base Management assistance as applicable:

  • Knowledge Base maintenance/updates

  • Assist with ticket scripts, solutions, etc.

5. Maintain working knowledge of the NCCER website and other advertisements/initiatives that may generate calls and/or correspondence

6. Chat management (interact with customer via chat and enter tickets as applicable)

7. Assist Marketing/BYF with sales during Master Trainer sessions

8. Other duties as assigned; as this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Qualifications:

  • The position requires a self-starter with demonstrated experience handling multiple duties and deadlines

  • Strong written and verbal communication skills as well as excellent telephone skills are required

  • Correspondence layout, excellent organizational skills, the ability to work independently and to work effectively with all levels of executives, management and staff is essential.

  • Dependable in attendance and performance

Physical Demands and Working Conditions:

  • Works in an indoor office environment with moderate noise level
  • The employee may occasionally be required to lift and/or move up to 25 pounds
  • Specific vision abilities required by this job include close vision and distance vision
  • The employee is regularly required to sit, talk and hear
  • The employee is frequently required to use hands and fingers to grab, pull, grip, lift and reach with hands and arms
  • The employee is frequently required to use a computer
  • The employee is occasionally required to stand, walk, climb or balance and stoop, kneel, crouch, or crawl

Software Skills:

  • Microsoft Office Suite (Outlook, Word, Excel, Powerpoint), proprietary websites (Online Bookstore, Instructor Resource Center), internet navigation, FreshDesk etc.

Contact Information