Front Desk Specialist

Front Desk Specialist
Place of Performance: Baumholder, Germany

General Description:

Front Desk Specialist/Community Information Specialist shall provide Community Information Services for Army Community Service (ACS). Provide customer service at the front desk by greeting customers in person and on the phone. Determine customer issues and refer the customer to the appropriate service provider by appointment or by connecting the customer to the provider in person or on the phone. The work to be performed under this contract will be performed at the ACS offices located on Smith Barracks, building 8666, or at any other location within the Baumholder Military Community footprint that ACS may move to during the life of this contract.

Specific Tasks:

• Adhere to the following ACS Standing Operating Procedures (SOPs): Information and Referral (I&R) Program SOP, Relocation SOP, Army Emergency Relief SOP and any other ACS SOPs and policies required. You shall become knowledgeable of rules, regulations, procedures and requirements for referral, screening, and assistance by reading ACS SOPs and policies.
• You shall follow current ACS certification standards.
• Responsible for maintaining records and files incident to the services provided.
• Input information into the modernized ACS Staff Application (Army Family Web Portal) required by duties. Maintain a comprehensive centralized client record management and tracking system for all ACS customers via the U.S. Government ran Army Family Web Portal, following the procedures set forth in the ACS Centralized Online Client Tracking System SOP.
• Information regarding ACS services and other community resources on and off post must be kept current.
• Provide Basic Community Information and Referral. Provide information requested by client.
• ACS Coupon Program. You shall manage coupons.
• Serve as one the POCs for ACS marketing to include coordination,development, and ordering of marketing materials as needed and in coordination with ACS Program Managers.
• Resource File Maintenance.
• Attend, participate in, and furnish input to scheduled and unscheduled meetings,conferences and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information.
• Promote Interactive Customer Evaluation (ICE) website usage by clients.
• Assist ACS program managers and staff by gathering information and training aids to be shared at events in the area of responsibility (AOR).
• Interact with customers and staff IAW professional business standards and in compliance with military customs and courtesies.
• Maintain various logs.
• Clear Soldiers who are on orders for Permanent Change of Station (PCS) IAW procedure provide
• Coordinate with ACS Program Managers to make and maintain reservation calendars for all ACS classrooms.
• Client Categorization.
• Provide monthly statistics i.e. simple contacts and sign-in sheet numbers tracking logs.
• You are a mandated reporter of potential imminent harm incidents and child abuse. If you suspect an imminent harm incident may occur or that a child may have been abused, they are obligated to report suspicions to the Military Police, the reporting point of contact.ACS will provide yearly Child and Spouse abuse reporting training.
• Provide recurring services. Unlock offices for ACS staff in the absence of Key Custodian. Ensure offices are locked again when ACS staff who need access leave.
• Ensure cleanliness of all facility furnishings (visual aids equipment, shelves, tables, couches, counters). Maintain the ACS Customer Waiting Area clean and orderly, ensuring the flyers are organized and up to date, that the environment is free of safety hazards, the lights are on, the room is clean and orderly;and the visual aids and equipment are updated and running at the start of the day.

Qualifications:

• Shall possess at least an Associate Degree or equivalent education/work experience.
• Shall have a minimum of one-year experience in customer service.
• Shall read, understand, speak, and write English sufficiently to clearly communicate with and instruct colleagues, supervisors, and clients.
• Possess good automation skills to include word processing.
• Shall be proficient in the use of application of common software programs and those in use at ACS, specifically Microsoft Word, Power point, Publisher, Outlook, SharePoint and Excel.
• Possess the ability to present information orally and in written format.
• Strong customer service skills, time management and records management skills are required.