Office Associate III

This is a front office clerical position. This position focuses primarily on providing excellent customer service and serving as the first point of contact for citizens seeking assistance or services from Shenandoah Valley Social Services. This position is located at the front desk and is responsible for answering and managing a multi-line telephone system, greeting visitors, identifying their needs, providing general information, and directing or routing individuals to the appropriate staff member or service area.

The position requires frequent interaction with the public, both in person and by telephone, including individuals who may be seeking assistance during stressful or difficult circumstances. This position performs a broad variety of office and program support responsibilities that require applying some program knowledge and office and administrative practices, policies and procedures to perform specific office support activities. Assists in providing emergency shelter as mandated and required.

answering routine questions concerning programs and services offered by the Department. The receptionist is responsible for distributing program applications and ensuring that customers receive service in a timely manner. Mail is opened and distributed to appropriate worker/unit. Data inquiry is conducted through authorized state databases to determine past and/or current status to ensure that customer is directed to the appropriate worker.

Customers are logged into the computer registration database.

Assists in providing emergency shelter as mandated and required. General office tasks include typing, filing, distributing mail, taking messages, operating general office equipment, copying and other general clerical duties as needed.

Completes other duties as assigned.

customer service principles and practices, including effective communication, active listening, professionalism, courtesy, diplomacy, and tact when interacting with clients, visitors, coworkers, and the general public both in person and by telephone. Knowledge of the programs, services, policies, procedures, and resources necessary to provide accurate information, respond to routine inquiries, and appropriately direct customers to the services or staff they need. Knowledge of office procedures, terminology, equipment, technology, and software programs used to support customer service and program operations.

Skills in: : proficient use of personal computers, data entry systems, office software, scanners, printers, and other standard office equipment. Organize information, maintain records, follow written and oral instructions, multitask, make minor decisions in accordance with established policies and procedures, and perform basic mathematical calculations as needed.

Maintain patience, courtesy, confidentiality, and professionalism while managing frequent interruptions, multiple telephone calls, visitors, and competing priorities; communicate clearly and effectively, both orally and in writing; establish positive working relationships with customers and agency staff; listen carefully to determine the nature of a client's needs, provide appropriate information or direction, and respond professionally to questions, requests, and complaints, including when dealing with individuals who may be upset, frustrated, or experiencing stressful circumstances;

collect, receive, organize, and distribute applications, client verifications, and other documentation accurately and timely; follow established policies and procedures; and ensure customers are directed to the appropriate worker or service; access and enter information into authorized databases and…