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.
Responsibilities include: 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.
Considerable knowledge of: 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.
Demonstrated ability to: 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 registration systems, perform data entry accurately, and use information appropriately to assist customers; Ability to maintain accurate records, file documents, proofread, and complete general office tasks with speed and accuracy. Experience in professional customer service and interaction with the general public by telephone and in person is required.
Minimum Qualifications (Education, Experience, Licensure, Certification): Minimum of a high school diploma supplemented with related clerical or administrative experience in social services or related field OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.
Special Requirements/Experience (experience, Licensure, Certification): Bilingual Spanish Speaking, working knowledge of basic Social Services programs and operating systems and working knowledge of standard office practices and procedures.
This investigation may include fingerprint checks (State Police, FBI), local agency checks, employment verification and references, verification of education (relevant to employment), credit checks (relevant to employment) and other checks requested by the hiring authority. Applicants will be subject to a Criminal History Background search, Central Registry search, DMV/driving record check. All offers are contingent upon satisfactory results of the required checks and screening. Must pass the agency’s background checks. All employees must have a valid driver’s license to operate a motor vehicle in the state of Virginia. Driving record must meet agency requirements. Employee must be willing to work in the community emergency shelter in the event of a natural disaster or emergency. Providing emergency shelter is mandated and required.
APPLICATIONS, RESUMES AND REFERENCES FOR THIS POSITION MUST BE SUBMITTED ELECTRONICALLY THROUGH THIS WEBSITE. A RESUME MUST BE SUBMITTED WITH YOUR APPLICATION. MAILED, EMAILED, FAXED, OR HAND-DELIVERED APPLICATIONS AND RESUMES WILL NOT BE ACCEPTED.
Consideration for an interview is based solely on the information provided. Applications/Resumes must include complete work history.
The Commonwealth of Virginia is located in the South Atlantic region of the United States. It was the 10th state to be admitted to the Union on June 25, 1788. Home to approximately 8 million residents, Virginia is the 12th most populous state in the United States. The capital is Richmond, and its most populous city is Virginia Beach.
The narrative history of the Commonwealth of Virginia often begins with the founding of Jamestown in 1607, near what is now modern day Williamsburg, Virginia. Jamestown became the first permanent English settlement in the New World, and the Virginia General Assembly, established on July 30, 1619, is now recognized as the oldest legislative body in the western hemisphere. When Virginia became a royal colony in 1624, the robust tobacco trade that had been developing in Virginia helped establish the American colonies as a powerful economic force. During the American Revolution, Virginia witnessed the final surrender of British forces at Yorktown and later became known as the birthplace of many revolution-era figures and future American presidents, including George Washington and Thomas Jefferson. To date, 8 United States presidents have been born in Virginia, more than in any other state.
The modern government of Virginia is nearly identical in structure to the federal government, and is divided into 3 branches, these being the executive, legislative, and judiciary branches. The Virginia General Assembly is comprised of the 100-member House of Delegates and the 40-member Senate. A governor and lieutenant governor are elected every 4 years. Governors cannot be elected to or serve consecutive terms. Virginia’s judicial system consists of the Supreme Court of Virginia and the Court of Appeals of Virginia, the Circuit Courts, and the lower General District Courts and the Juvenile and Domestic Relations District Courts. Virginia has 13 electoral votes in presidential elections, and possesses 11 seats in the U.S. House of Representatives.
