Job Title: Receptionist

Branch: 101

Department: Service Call Center

Reports to (Title): Operations Call Center Supervisor

Date: 03/20/2025

About Milner:
Milner, Inc. is a vibrant and innovative company that is committed to providing our clients with the best
possible service and support. We believe in investing in our employees, prioritizing diversity and
inclusion, and giving back to our communities. If you're looking for a dynamic and exciting career in the
business technology solutions industry, we encourage you to consider joining our team.

BASIC FUNCTION

Primary Responsibility: The Receptionist's role is to support our organization's customer care by answering calls, responding to emails, looking up information for customer requests, and routing the calls to the appropriate departments. The Receptionist will also act as an overflow agent for the call center when required, providing assistance and backup to ensure that all customer inquiries are addressed promptly and professionally.

WORK PERFORMED

• Answer and direct customer care calls to the appropriate departments. Serve as the primary point of contact for incoming phone calls, providing friendly and professional assistance to our customers.
• Manage the customer care mailbox, promptly responding to emails and inquiries, ensuring all customer concerns and queries are addressed.
• Greet all visitors courteously, determine their needs and direct them to the proper person and/or office.
• Act as an overflow agent for the call center during peak hours or as required, ensuring all customer inquiries are handled promptly.
• Perform other duties as required.

EDUCATION REQUIREMENTS

• Requires high school diploma or equivalent.

EXPERIENCE REQUIREMENTS

A minimum of one to three years of Call Center Experience.

Experience required in the following areas:

• Excellent human relations skills to deal effectively with visitors/customers in person or on the telephone.
• ServiceNow
• ECI/E-Automate

Additional skills required:

• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite and other standard office equipment
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced, team-oriented environment.
• Ability to maintain a tidy and organized workspace.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds.

SPECIAL REQUIREMENTS

• Employees must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment, PC, Phone and other assigned equipment.