Customer Communications Specialist

Customer Communications Specialist

Department: Human Resources

Employment Type: Full Time

Location: Gainesville, FL

Reporting To: Director, HR Business Partner

Provide exceptional customer service to internal and external customers by serving as a welcoming and knowledgeable first point of contact. Create positive experiences for visitors, employees, vendors, and callers by addressing inquiries, resolving issues, coordinating requests, and ensuring efficient front-office operations. Demonstrate a proactive, service-oriented approach with a focus on problem solving, communication, and attention to detail.

• Serve as the first point of contact for visitors, vendors, customers, and employees, providing a professional and welcoming experience.
• Answer, screen, and direct incoming phone calls, emails, and inquiries in a timely and courteous manner.
• Listen actively to customer concerns, identify solutions, and follow through to ensure issues are resolved effectively.
• Coordinate office requests and support services, serving as a resource for employees and external partners.
• Process orders and requests for business cards, name badges, office supplies, and other administrative services.
• Assist with scheduling, visitor management, and vendor coordination activities.
• Support day-to-day office operations to ensure a positive and productive workplace environment.
• Monitor building access and assist with visitor and contractor check-in procedures in accordance with company safety and security guidelines.
• Respond appropriately to urgent situations, escalating concerns to the appropriate resources when needed.
• Complete special projects and administrative tasks as assigned.
• Collaborate effectively with team members to ensure assignments are completed accurately and on time.
• Contribute ideas for improving customer service processes and enhancing the overall employee and visitor experience.

Education:

• High school diploma or GED required.
• Associate degree or related coursework preferred but not required.

Experience:

• Previous customer service, hospitality, retail, administrative support, or receptionist experience preferred.
• Experience working with multi-line phone systems preferred.
• Basic proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

Functional/Technical

Knowledge, Skills and Abilities Required:

• Strong customer service mindset with a genuine desire to help others.
• Excellent verbal and written communication skills.
• Demonstrated problem-solving ability and sound judgment.
• Ability to remain professional and composed while handling multiple priorities.
• Strong organizational skills and attention to detail.
• Ability to take initiative and work independently.
• Strong interpersonal skills and the ability to build positive relationships with employees, customers, and visitors.
• Ability to adapt to changing priorities and respond effectively to unexpected situations.