Receptionist, Customer Service​/HelpDesk

Receptionist (Administrative)

The Receptionist serves as the first point of contact for clients, carriers and business partners primarily by phone and, as needed, for walk-in visitors. This role is responsible for delivering a consistent, professional greeting; accurately identifying and routing callers; supporting efficient call handling workflows; and protecting client confidentiality. The Receptionist uses approved scripts and established procedures to ensure callers are connected to the right resource quickly, while maintaining high service standards and a calm, solutions-oriented demeanor.

• Serves as the first point of contact for clients, carriers and business partners by phone and, as needed, in person, creating a welcoming and professional first impression
• Manages a high volume of inbound communications, assesses needs efficiently and connects individuals with the appropriate internal resource
• Provides clear, accurate general information regarding Oakbridge services and processes while adhering to confidentiality and information-sharing guidelines
• Demonstrates strong customer service and communication skills, including active listening, empathy, professionalism and sound judgment
• Maintains accurate messages, notes and documentation of interactions in applicable systems to support timely follow-up and service continuity
• Collaborates effectively with Account Managers, service teams and leadership to ensure consistent service standards and a positive client experience
• Uses discretion when handling sensitive information and follows company policies, procedures and service standards
• Escalates urgent or complex concerns appropriately and supports service recovery efforts in a calm, solutions-oriented manner
• Follows company policies and standards related to attendance, reliability, professionalism and technology requirements