Reception & Customer Experience Coordinator

Under the direction of the Executive Assistant or designated supervisor, the Reception & Customer Experience Coordinator (Administrative Receptionist) serves as the first point of contact for residents, applicants, employees, vendors, visitors, and members of the public visiting or contacting the Newark Housing Authority.

The Reception & Customer Experience Coordinator serves as the public face and first impression of the Authority and plays an important role in promoting a professional, welcoming, safe, and service-oriented environment for residents, visitors, employees, and stakeholders. The position helps ensure that visitors are appropriately received, directed, and assisted while supporting building access protocols and maintaining a secure and professional reception area.

This position is responsible for providing exceptional customer service, coordinating reception activities, monitoring visitor access, facilitating communication with departments, and providing administrative support to promote efficient daily operations and a positive customer experience.

The Reception & Customer Experience Coordinator recognizes that the reception area is often the first and last impression of the Authority and takes ownership of creating a professional, welcoming, safe, and customer-focused experience for all individuals interacting with the organization.

All activities support the Authority's mission of providing responsive, high-quality services to residents and constituents while fostering professionalism, accountability, and service excellence.

The Reception & Customer Experience Coordinator also performs other related duties as assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES The statements below describe the general nature and scope of work performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Other duties may be assigned.

Customer Experience and Organizational Representation Represents the Authority in a professional and customer-focused manner and serves as an ambassador for the organization.

Creates a welcoming and respectful experience for residents, visitors, vendors, employees, and stakeholders.

Helps ensure concerns are directed to the appropriate departments and escalated appropriately when necessary.

Promotes positive interactions and supports the Authority's commitment to responsive and quality customer service.

Demonstrates tact, diplomacy, and professionalism when interacting with individuals who may be frustrated, upset, or experiencing difficult circumstances.

Recognizes that the reception area is often the first and last impression of the Authority and takes ownership of creating a professional, welcoming, safe, and customer-focused experience.

Customer Service and Reception Serves as the primary point of contact for residents, applicants, employees, vendors, visitors, and members of the public.

Greets visitors in a courteous, professional, and respectful manner.

Answers incoming telephone calls, screens inquiries, provides routine information, and directs calls to appropriate personnel.

Responds to general inquiries and refers more complex issues to appropriate departments.

Assists visitors in locating offices, staff members, and meeting locations.

Maintains a welcoming, organized, and professional reception area.

Visitor Management and Building Access Maintains visitor sign-in procedures and visitor logs as required.

Monitors visitor activity and helps ensure individuals entering Authority facilities have appropriate business purposes.

Ensures visitors are directed to the appropriate office or personnel and, when appropriate, coordinates visitor escorts in accordance with Authority procedures.

Coordinates with Security, management, or appropriate personnel regarding unauthorized individuals, disruptive behavior, suspicious activity, or safety concerns.

Assists in maintaining a safe, secure, and professional environment for employees, residents, and visitors.

Notifies Security or management regarding emergencies or unusual situations requiring immediate attention.

Administrative Support Assists with scheduling appointments, meetings, and conference room usage.

Performs data entry and maintains files, logs, and records.

Scans, copies, and prepares documents and correspondence.

Assists with the distribution of forms, applications, informational materials, and general Authority communications.

Supports special projects and administrative assignments as directed.

Records and Confidentiality Maintains confidentiality of sensitive information and records.

Ensures records and documentation are maintained accurately and timely.

Assists with maintaining office files and records in accordance with Authority procedures.

Customer Experience Demonstrates professionalism and excellent customer service in all interactions.

Helps support the Authority's commitment to responsive and quality service delivery.

Works collaboratively with departments to address customer concerns and direct…