Front Office & Phone Specialist

Richmond, VA

Full Time

Mid Level

Position Overview

Reporting to the Case Manager, the Front Office and Phone Specialist serves as the first point of contact for visitors and callers, providing exceptional customer service and administrative support. This role is responsible for managing incoming calls, filing, and front door access. The specialist ensures a welcoming and professional atmosphere while supporting the overall efficiency of the office. This position is Non-Exempt under the Fair Labor Standards Act (FLSA).

Duties and Responsibilities:

Answer and direct incoming calls promptly and professionally.

Greet clients warmly and assist with inquiries and intake.

Handle sensitive customer interactions with discretion and professionalism.

Maintain and update client records in the agency’s database.

Manage filing and correspondence efficiently.

Buzz people into the front door, ensuring security protocols are followed.

Adhere to company policies and confidentiality requirements.
Ensure all customer data and interactions are handled securely and professionally.
Other duties as assigned.

Qualifications:

Outstanding communication skills and a client-focused approach ensuring each customer interaction is handled with care and efficiency.

Great multi-tasker and ability to adapt to new tools.

Thrives in a high-paced environment, handling a continuous stream of customer interactions with accuracy and professionalism.

Education & Experience:

High school diploma or equivalent (required); college coursework in business or customer service is a plus.

2+ years of experience in a high-volume customer service or administrative role.

Strong verbal and written communication skills.

Proficiency in Microsoft Office software is required; proficiency in Asana is a plus.

Excellent multitasking and time management abilities.

Ability to remain calm and professional under pressure.

Virginia Birth Injury is an Equal Opportunity Employer. Virginia Birth Injury does not discriminate in hiring or employment practices based on race, color, religion, gender, age, sexual orientation, marital or family status, national origin, non-job-related disability, or status as a veteran.   

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Front Office & Phone Specialist

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