Administrative Assistant

The Administrative Assistant primarily fulfills various specialized client service functions, creates a favorable first impression of SignaPay by making all who enter or call our office feel welcome and valued, listening attentively and asking questions to assess needs, and connecting them to the team member best positioned to resolve them. In some cases, the receptionist will be knowledgeable enough to be that team member. Additional duties include keeping common areas "company ready" and maintaining supplies as needed to run an efficient office.

Primary Responsibility
Answer incoming calls, ask questions to assess caller's needs, access web-based customer database if needed to gain additional insight into current situation or issue, then use information gathered in order to route callers to the appropriate team member for assistance
As knowledgeable and authorized, provide solutions to incoming customer calls and update system (account database) accordingly
Keep reception area orderly and presentable
Greet visitors warmly and ensure they are properly taken care of while waiting (drinks and bathroom offered, take coats, etc)
Prepare conference room for meetings as requested or scheduled:
Set up drink service and refresh as needed
Arrange food, if requested
Set up projector or other "props"
Maintain whiteboard and supplies
Clean up after meetings
General Duties
Take an active interest in learning all aspects of our business and in interacting with team members to better understand the "how" and "why" of what we do in order to better attend the needs of callers
Pay attention to patterns of problem, complaint, or opportunity
Convey to team mates possible patterns (or inquire among them if they think a pattern is present) so as to surface recurring issues and increase the likelihood of solving them
The Administrative Assistant is encouraged to support possible solutions to problems, complaints or unfulfilled opportunities

Skills and Skill Level
Bilingual; Able to fluently speak and professionally write in both English and Spanish to communicate in a manner conducive to strengthening business relationships
Answers the phone with a greeting that sounds unrushed, clear, confident and enthusiastic to the caller
Can readily answer and direct calls on a multi-line phone system
Can use Excel to enter data into spreadsheet templates or use simple formulas to calculate data
Able to interpret data and recommend actions
Demonstrates use of good deductive reasoning skills - so they can compare merchant's stated reason for calling to what they are seeing in database history notes, and draw a logical conclusion of which team member is best positioned to resolve the inquiry
Experience and Education
Two (2) or more years' prior experience in a similar role
High School Graduate required; some college work preferred
Able to read, write and fluently speak Spanish
Other Qualities
Makes eye contact
Greets all who enter with a warm smile
Is punctual; has a reliable attendance record
Sounds enthusiastic and competent when answering the phone
Comfortable asking questions and probing for answers
Displays a conservative, professional, well-groomed appearance
Seeks new assignments if ever there is "down time"
Checks to ensure work is complete and accurate before finishing an assignment
Seeks guidance when they are not sure how to handle a given situation
Remains polite and calm, even when a caller is not
Demonstrates eagerness to learn new things
Shows poise and has good posture
Conveys an interest in our customers having a good experience on calling in; shows concern to route them to an appropriate and available teammate

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