Front Desk Receptionist (Scott AFB, IL) at Ivyhill… · Scott…

Ivyhill has an immediate need for a Front Desk Receptionist for its project located at Scott AFB, IL. This is a full-time position working a 40-hour work week (Monday - Friday, 7:00 AM - 4:00 PM). The qualified candidate will provide front desk reception support, information and referral services for the Scott  AFB Military & Family Readiness Center (M&FRC).  This project requires knowledge of military family support programming and extensive knowledge, skills, and abilities associated to perform the duties and responsibilities of the position.

The qualified candidate:

• Will fulfill the requirements of the M&FRC by providing information about the M&FRC and base community to M&FRC customers.  Duties require calm, confident, and professional demeanor while handling multiple phone-calls and walk-in customers.  Will seek any information required to perform duties in the most efficient manner. 
• Will receive all M&FRC customers and all incoming telephone calls to determine nature and purpose of visit, and direct/escort customers to specific destinations within the center.  Will always present a friendly welcoming environment and personally greet all customers.  Calls should be answered directly as often as possible to avoid calls going to voicemail. When voicemail cannot be avoided, messages will be checked, and calls returned or messages distributed to staff members within two hours of receipt.  Organizational email will be checked twice daily and either forwarded to staff members for action or answered by the Contractor within two hours of receipt.
• Will set up and maintain workshop registrations and will assist customers with accessing online registration. Will track total number of walk in/call in customers daily and document using current recordkeeping processes prior to departing at the end of the duty day.  Will report a weekly summary of contacts to the M&FRC leadership team. Will schedule daily one-on-one customer appointments for staff, following current procedures. Will complete data entry for workshop attendance, upload customer Statements of Understanding, and other utilization data.
• Will develop, maintain, and update as needed all in-house referral tools such as phone lists, referral databases, front desk referral book, appointment books, etc. Will ensure all materials in front lobby are updated and replenished on a regular basis. Contractor will maintain familiarity with common referral sources and web-based tools such as the M&FRC website, Air Force Aid Society website, We Care website, etc and incoming information such as base bulletin, base-wide emails and common referral sources shared amongst M&FRC staff in order to answer basic referral questions.  Customers requiring needs assessments or complex referrals will be referred to an M&FRC staff member for assistance.  
• Will complete customer transactions such as sponsor package dissemination and will provide minor technical help to customer computer users to include assistance with printing issues and loaner laptops.
• Will maintain confidentiality of all individual and family data concerning sensitive, personal, or private information during execution of their duties.  Must not remove customer information from the M&FRC.  All work will be accomplished in a professional, timely and caring manner.
• Will support any Emergency Family Assistance Center (EFAC) activation by providing reception support during standard duty hours. 
• Will ensure that the workstation and front lobby are maintained in a clean and orderly manner.  Will open the M&FRC at start of business as well as shutdown M&FRC lobby at the end of the duty day.
• Will assist with organizing general office supply orders to include tracking order requests from staff members and creating shopping carts on web-based shopping sites, then forwarding those requests to the Flight Chief for approval.    
• Other receptionist-related duties as assigned.

(Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (https://maps.certify.sba.gov)).