SUMMARY: This position is responsible for greeting guests, residents and employees, managing both external and internal calls, taking and communicating messages and providing information of a general nature.
DUTIES AND RESPONSIBILITIES:-
Carries out telephone answering, and reception duties as required.
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Takes complete messages with pertinent information and communicates messages to the intended recipient.
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Greets residents and visitors. Answers inquiries and gives directions.
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Collates brochures for the marketing department.
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Prepares meal tickets for team members and family members, tallies meal count sheets for the Dining staff.
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Updates the Resident Phone List and Roster and Move-In and Move-Out Register daily; Guest and Sign-In Logs as necessary.
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Manages appointments for residents and family members such as but not limited to hair dresser, transportation, etc.
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Maintains and keeps desk and entry area neat and organized.
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Organizes, distributes mail to residents, Executive Director and Department Coordinators.
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Maintains resident forms for miscellaneous credits.
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Maintains adherence to all company personnel policies and established operating policies and procedures.
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Performs other related duties as assigned by management.
SUPERVISORY RESPONSIBILITIES:-
This job has no supervisory responsibilities.
QUALIFICATIONS:-
High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
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Other skills required:
- One to three years customer service experience and/or training; or equivalent combination of education and experience.
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Ability to read and comprehend simple instructions, short correspondence, and memos.
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Ability to write simple correspondence.
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Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
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Ability to read and write using English language.
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Must demonstrate excellent telephone communication skills.
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Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
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Ability to perform these operations using units of American money and weight measurement, volume, and distance.
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Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
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Ability to deal with problems involving a few concrete variables in standardized situations.
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Ability to use Microsoft Windows, including Word and Excel; ability to use email and the Internet.
- Demonstrates general office skills such as use of copy machine.
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Must demonstrate an interest in working with a senior population.
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Interacts with guests, residents and staff in a courteous and friendly manner.
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Supports organization's goals and values.
- Balances team and individual responsibilities.
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Responds promptly to resident and visitor needs; responds to requests for service and assistance.
- Completes administrative tasks accurately and timely.
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Ability to handle multiple priorities.
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Must demonstrate good organizational, time management and record keeping skills.
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Demonstrate good judgment, problem solving and decision-making skills.
COMPETENCIES:-
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
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Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
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Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
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Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
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Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
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Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
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Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
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Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
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Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
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Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
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Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
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Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
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Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
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Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
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Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
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Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
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Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
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Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.
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Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
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Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
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Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
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Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
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Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
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Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
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Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
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Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
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Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
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Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
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Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
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Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
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Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
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Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
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Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
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Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:-
Occasionally required to stand.
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Occasionally required to walk.
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Frequently required to sit.
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Continually required to utilize hand and finger dexterity.
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Continually required to talk or hear.
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Occasionally/Frequently/Continually required to taste or smell.
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Occasionally works around fumes, airborne particles, or toxic chemicals.
- The employee must frequently lift and/or move up to 25 pounds / continually lift and/or move up to 10 pounds.
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Specific vision abilities required by this job include:
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Close Vision
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Peripheral Vision
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Depth Perception
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Additional remarks regarding work environment:
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Works primarily indoors in a climate-controlled setting.
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