Summary: Perform receptionist/front desk tasks while operating a multi-line telephone system to answer incoming calls and direct callers to appropriate personnel OR processes and distributes all AFSPA’s mail and packages to appropriate personnel. Greet members/vendors. Provides office wide assistance as requested.

Duties and Responsibilities

Duties & responsibilities include, but are not limited to the following:

Front Desk/Reception:

• Answer a multiple line phone system, screen, and manage calls by routing them to the proper queue/extensions or taking messages and delivering them within our message system (voice mail, email, or Teams) if staff are unavailable.  
• Provide callers with the company address, directions, and other general information. *
• Maintain the reception area, keeping it clean and free of clutter.
• Staff the receptionist’s desk during scheduled times, when other Administrative Clerk/Receptionist is absent, and in accordance with the front desk breaks. * 
• Accept and process deliveries and mail, organize them to be distributed to the correct recipients using the office mailing system, and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup.
• Serve as the face of the company, offering friendly and professional service to those entering the office or calling in on the phone. 
• Greet all visitors and vendors in a courteous manner, determining the nature of their business and announcing them to appropriate personnel in a courteous and professional manner as established by AFSPA guidelines * 

Mail:

• Prepare and pack all Open Season boxes and mailings* 
• Distribute packages received through any mail or shipping service to the appropriate employee immediately. * 
• Prepare mail tracking reports and provide copies to appropriate personnel. *
• Prepare claim boxes sent to Aetna’s NC office and Conduent’s Kentucky office by 3:00 PM, including FedEx tracking label. * 
• Notify the Office Coordinator I by 4:15 pm if USPS has not delivered the daily mail. *
• Operate the receptionist’s desk, including during assigned times, when the Office Coordinator I or the 2nd receptionist is absent, and in accordance with the front desk breaks. *  
• When at the front desk, you must be able to:
• Deliver (verbally and written) messages to the appropriate employee as quickly as possible; Answer the telephone within three rings and professionally route the call to the appropriate queue/employee; Record and deliver messages or transfer calls to voicemails when employees are unavailable. Provide callers with the organization’s address, directions, and other general information. * 
• Sort and process the mail in a timely manner; *
• Greet clients, vendors and guests in a courteous and professional manner as established by AFSPA guidelines; *
• Promptly alert staff members when package arrives addressed to them; *
• Manage outgoing packages sent via messenger or are being picked up by an individual or a firm. If the package is not retrieved in a timely manner, notify the sender . * 
• Process and incoming Certified courier and pouch mail (e.g., Fed Ex, UPS, DHL, etc.)
• Assists all departments at AFSPA with special projects* as requested, such as: 
• Assist with quarterly insurance premium invoices to members.
• Assist with returned mail due to bad addresses. 
• Must be able to work during all Association business hours.
• Other duties as assigned. 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  As the first point of contact for customers and clients, must be professional, friendly, approachable, and able to handle pressure.
•  Must also be able to maintain the confidentiality of sensitive information.
•  Should have excellent verbal and written communication skills and be active listeners.
•  Should be customer-focused and provide exceptional customer service.
•  Should be organized, resourceful, and proactive when issues arise.
•  Should have strong organizational skills and attention to detail, and also able to multitask and prioritize well.
•  Ability to work independently.

Education/Experience:

•  High school diploma/general education degree (GED)
•  At least one year of training or experience in customer service and office work

Work Location:

The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management’s sole discretion.