Receptionist Job at Fjcknoxville in Knoxville

Front Desk Reception

Job Title: Receptionist

Reports To: Executive Director

FLSA Status: Non-Exempt

Salary: $16.00 per hour

Position: Part-Time

Location: Knoxville Family Justice Center

Summary:

The Knoxville Family Justice Center (FJC) serves domestic violence and sexual assault victims by providing co-located services for victims and their children. The Receptionist/Secretary plays a vital role in greeting clients, answering phones, and performing essential administrative duties. This role requires excellent communication, customer service, and organizational skills to support clients and the Executive Director.

Essential Duties & Responsibilities

Client and Customer Service:

• Greet clients and visitors: Ensure a 95% client satisfaction rate based on monthly surveys.
• Call Management

• Divert all incoming calls from the answering service by 8:00 AM daily and handle them directly during business hours.
• Transfer all calls back to the answering service promptly at 4:00 PM daily.

• Answered all calls within three rings and successfully routed 95% of calls to the appropriate agency on the first attempt.
• Address client needs: Ensure 100% of clients are directed to the correct resources and appointments within 10 minutes of arrival.
• Provide basic information about FJC services. Maintain 100% confidentiality with no reported data breaches or information leaks.

Administrative Duties:

• Complete client data entry: Ensure all client data is accurately entered into the case management system by the end of each shift, with 100% compliance.
• Event and Meeting Planning Assistance for FJC Receptionist

• Meeting and Project Task Deadlines: Complete all assigned tasks related to event and meeting planning by the established deadline, ensuring that timelines are met without delay.
• Event Logistics Support: Ensure all event materials (agendas, brochures, name tags) are prepared, organized, and ready at least two days before the event or meeting deadline.
• Onsite Event Assistance: Greet and assist attendees promptly, ensuring all attendees are checked in within 10 minutes of arrival. Oversee registration and material distribution during events and meetings.
• Post-Event Follow-Up: Collect feedback and submit event or meeting debrief materials to the Event Planning Team within five days after the event or project completion.

• Monitor and manage mail flow: Ensure 100% of incoming and outgoing mail is processed and distributed by the end of the day.
• General office duties: Complete 95% of general office tasks, including ordering supplies, preparing client folders, scanning, and managing volunteer, intern, and work-study student workers' schedules, with no delays or errors.

Data Management and Reporting:

• Training completion: Complete 100% of required training in the Virtuous CRM system within 30 days of onboarding and stay current with all additional volunteer management and data entry training.
• Data accuracy: Maintain a 100% accuracy rate for all client and volunteer data entries in the FJC database, audited quarterly.
• Record updates: Update 100% of client and volunteer records within 48 hours of changes or new information.

Communication Expectations:

• Respond to
  calls and emails: Respond to 100% of
  calls, emails, and client inquiries within 48 hours.
• Executive Director communication: Communicate on behalf of the Executive Director, ensuring 100% of communications are delivered within 24 hours of receipt.

Professionalism and Office Conduct:

• Attendance and Punctuality: Maintain a 98% attendance and punctuality record, with at most two unexcused absences per year.
• Team collaboration: Actively participate in 100% of staff and partner agency meetings, ensuring seamless operations with a target of zero team conflicts.
• Monitor security risks: Identify and report 100% of potential risks immediately to ensure client and staff safety.

Experience and Education:

• Minimum requirements: High school diploma or at least two years of related experience.
• Preferred experience: Nonprofit experience and client service expertise preferred.
• Bilingual (Spanish/English): Preferred but optional.

Skills & Competencies:

• Organizational Skills: Manage and complete 100% of assigned tasks promptly and accurately, meeting all daily deadlines.
• Customer Service: Achieve a 95% satisfaction rate from clients and visitors based on monthly feedback surveys.
• Communication: Respond to all internal communications within 48 hours and maintain a professional tone in all written and verbal communications.
• Flexibility: Adapt to day-to-day changes with 100% compliance and demonstrate the ability to work independently with minimal supervision.

Employee Evaluation Process

At the Knoxville Family Justice Center (FJC), we are committed to ensuring the success of all employees, including temporary staff. Using BambooHR, we maintain a streamlined process to track monthly goals, conduct quarterly reviews, and complete a year-end evaluation for the employment term.

1. Monthly Goals:

- From the start date, each employee will focus on specific monthly targets, such as:

- Identifying key objectives in their role.

- Completing assigned projects or tasks.

- Collaborating with internal teams.

- These goals will be tracked in BambooHR, with monthly check-ins to review progress and provide feedback.

2. Quarterly Reviews:

- First Review (3 months): Evaluate initial progress, assess the achievement of early goals, and review any challenges.

- Second Review (6 months): Assess mid-term progress, review performance, and adjust goals to ensure alignment with FJC’s objectives.

- Third Review (9 months): Review progress toward long-term targets, collaboration with the team, and overall effectiveness in the role. Provide additional support if required.

3. Year-End Evaluation (12 months): A final review will be conducted at the end of the one-year term, including a self-assessment and feedback from leadership. This evaluation will assess the following:

- Achievement of overall goals.

- Quality of relationships built with stakeholders.

- Effectiveness in team collaboration.

- Alignment with FJC’s strategic priorities.

The final review will help determine whether the role can be extended or transitioned into a permanent position based on performance and organizational needs.

4. Ongoing Feedback: Throughout the year, BambooHR will provide continuous feedback, track progress, and adjust goals as necessary to ensure alignment with FJC’s mission and objectives.

This structured process ensures clear expectations, consistent feedback, and growth opportunities throughout employment.

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