Receptionist, Customer Service​/HelpDesk

The purpose of this position is to serve as the first point of contact for individuals and families visiting or contacting CSET's rural community offices. This position provides front-desk reception, administrative support, and basic resource navigation to help community members identify and connect with available programs and services.

This position will support access to community resources, including food assistance, employment services, housing resources, health and human services, and other basic-needs programs. The employee maintains current resource information, assists with general inquiries, refers individuals to appropriate CSET staff or outside service providers, and helps maintain an organized, welcoming, and professional office environment.

The employee must demonstrate professionalism, confidentiality, cultural sensitivity, and respect for individuals from diverse backgrounds, including residents who may experience language barriers, transportation challenges, limited access to technology, or other barriers to services.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet visitors and provide a welcoming, respectful, and professional first point of contact
• Answer incoming telephone calls, respond to general inquiries, take accurate messages, and direct calls to appropriate staff
• Assist walk-in customers with identifying the purpose of their visit and connecting with the appropriate CSET program or staff member
• Maintain the reception area, visitor information, sign-in procedures, and general office organization
• Follow established office procedures, including opening and closing duties, as assigned
• Schedule appointments or assist with appointment coordination when authorized
• Communicate office hours, service availability, and general program information accurately

• Assist individuals and families in identifying available community resources based on their stated needs
• Maintain and use current resource directories, referral lists, program information, and community resource binders
• Provide information about food distribution, emergency assistance, housing resources, employment services, copies/faxes, and other basic-needs resources
• Contact community organizations or service providers, when appropriate, to confirm current service availability, hours, eligibility requirements, required documents, and referral procedures; ensure that service and resource information is updated in the Service Binder located in each office
• Refer individuals to appropriate CSET program staff, partner agencies, or other service providers
• Provide information in a clear, respectful, and culturally responsive manner, including Spanish-language assistance
• Document referrals and customer contacts according to established procedures and privacy requirements
• Follow up on referrals when assigned and help individuals understand the next steps for accessing services
• Recognize when a request requires specialized assistance and promptly refer the individual to qualified program staff

• Maintain organized resource materials, brochures, forms, and community service information
• Assist with data entry, copying, scanning, filing, appointment logs, and other routine administrative tasks
• Maintain accurate records of calls, visitors, referrals, and services provided, as required
• Assist with updating office resource binders and electronic resource directories
• Support outreach activities, community announcements, and distribution of approved program information as assigned
• Communicate recurring service gaps, community needs, and resource availability concerns to the supervisor

• Protect confidential and sensitive customer information and follow CSET policies and applicable privacy requirements
• Collect only the information necessary for authorized duties and avoid discussing private customer information in public areas
• Follow established procedures for handling difficult interactions, safety concerns, emergencies, and customer complaints
• Treat all individuals fairly and respectfully, without discrimination or judgment
• Avoid…