Minneapolis Urban League
Job Description
Job Title: Front Desk Coordinator / FLSA: Non-Exempt/Salary / Level:Intersection: Administration / Program/Dept.: Human Resources
Reports to: Director of HR/Facilities / Number of Direct Reports: 2 or more
Position Purpose: The Front Desk Coordinator is responsible for the successful operation of the organizations front desk/lobby area. The FDC trains and oversees the front desk staff to ensure our constituents, vendors and visitors receive the highest level of customer service possible. The FDC is responsible for overseeing the Customer Intake Process. The FDC is responsible for the scheduling and renting of MUL’s conference, meeting and banquet facilities to both inside and outside clients.
Major Job Functions & Responsibilities:
Customer Service
* Manages the front desk lobby area.
* Creates a positive first impression of the organization (at point of entry, in written, verbal and electronic communication, and physical environment).
* Demonstrates professionalism toward fellow employees and customers.
* Resolves difficult issues regarding client complaints and other matters.
* Works closely with Director of HR/Facilities, and directors and managers in other intersections on updating policies and procedures relating to customer service and customer intake procedures.
Customer Intake
* Assists Director of HR/Facilities in the creation of a Customer Intake Center (process) which will serve as the initial point of contact with the Minneapolis Urban League at each MUL site.
* Assures that an Intake Form is completed for all customer service clients.
* Assesses client needs and identifies appropriate MUL services and/or makes referrals to relevant external resources.
Coordinate Facility Use & Room Rental
* Manage the room reservation process for internal staff and tenants and external customers.
* Respond to phone calls, emails and on-site requests from individuals inquiring about meeting or event space.
* Be familiar with the layout, capacity and cost for all rental areas and calendar room reservations based upon space requirements and availability.
* Initiate a Facilities Rental agreement and accept payment of damage deposit and rental fees from rental customers.
* Review the Facilities Rental policies and procedures with all renters.
* In consultation with the Director of HR/Facilities, secure proper staffing for events, including security and maintenance staff.
* Assure that Pre-Event and Post-Event inspections are performed to determine damage and amount of deposit to withhold, if any.
Front Desk
* Train and supervise front desk staff including volunteers on the front desk procedures
* Develop and track staff schedules.
* Responsible for ensuring that the front desk is covered during and after business hours, including weekends.
* Ensures completion of paperwork, sign-in and security procedures.
Required Knowledge, Skills & Abilities:
* Three years of customer service experience and 2+ years of administrative experience.
* One-year of supervisory experience.
* Computer and database management experience.
* Excellent communication and interpersonal skills.
* Excellent management and leadership skills.
* Highly organized with strong attention to detail.
* Advanced knowledge of Microsoft Word, Excel, PowerPoint, Access and Outlook applications.
* Able to work independently as well as within a team environment.
* Able to assess the needs of clients/visitors.
* Reliable and punctual.
Preferred Qualifications:
* Associate Degree in Customer Service or Human Services or related field.
* CPR and First Aid certified (must be obtained within 60 days of hire).
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
ABOUT THE MINNEAPOLIS URBAN LEAGUE
Mission: The Minneapolis Urban League links African descendants and other people of color to opportunities that result in economic success and prosperity, and effectively advocates for policies that eradicate racial disparities.
Purpose: Celebrating over 90 years of service to the Twin Cities, Minneapolis Urban League (MUL) is a community-based, not-for-profit organization founded to serve neighborhood residents through our client-centered programs. MUL provides education and training to increase employment opportunities; supports families with case management, health and credit/foreclosure interventions services; and, gives residents a greater voice in the decisions that affect their lives.
MUL is an equal opportunity/affirmative action employer and actively encourages candidates of diverse backgrounds to apply for employment. Applicants must meet the minimum requirements in terms of qualifications. An equivalent combination of education and experience will be considered unless specifically stated otherwise.