DIRECTOR OF FIRST IMPRESSIONS/RECEPTIONIST

Mission of the Director of First Impressions/Receptionist

To serve the customer base so extraordinarily that clients tell their friends and family about the agency. By overseeing our clients’ and prospects’ first impressions of the agency, this role helps support every department within the agency.

Key Responsibilities of This Role

1. Be the first line of defense on answering all phone calls.

   Ask for updated contact information on each call.
   Find out what the customer is looking for and if the person is unavailable, find someone who can help them immediately.
   Defend the team’s time by routing calls to the best person to help the caller.
   Conduct ask first transfers of callers to the team
   Take full and complete messages from callers. 
   Maintain all incoming fax messages. 
   Maintain the messages when the office is closed.

2. Manage tasks in the management system effectively. 

   Document any communication with clients, carriers and team members immediately.
   Facilitate & document all client payment calls and or walk ins.
   Update due dates to maintain current activity list.
   Maintain a balanced number of activities. 
   Respond to activity reviews effectively and complete corrections at once.
   Communicate with Account Managers/Training Coordinator on carrier notifications and requests for additional information.

3. Maintain the office

   Follow open and close procedures for agency daily.
   Make sure the entry, kitchen and conference rooms are tidy and prepared for meetings.
   Greeting visitors to the office. 
   Assist all clients in the drive-up window.
   Assist agents in setting up appointments.
   Take any information from solicitors.
   Circulate client cards when necessary and activity in management system.

4. Handle all incoming mail, outgoing mail and daily download

   Date stamps all mail that comes in. 
   Scan, rename and distribute mail for Zero Backlog Daily Folders by employee. 
   Attach the mail to the management system with a task for the right party if applicable.
   Process outgoing mail per close day procedure.
   Process daily download by carrier.

5. Documentation and Data Management

   Handle daily downloads every morning and enter data into the agency management system.
   Manage the general email inbox, document, and handle tasks within your role; distribute emails outside your scope to the proper team member.
   Relentlessly update contact information during every client interaction

6. Other responsibilities as directed by your manager

Desired Outcomes of This Role

• Serve as the primary point of contact for incoming calls, ensuring prompt updates to client information, effective call routing, and ask first transfers, all aimed at enhancing customer satisfaction and operational efficiency.

• Diligently manage tasks in the management system, document all communications immediately, and maintain current task lists, supporting both client and team needs proactively.

• Keep the office entry, kitchen, and conference rooms tidy and prepared for meetings, greet visitors warmly, and handle all incoming mail and documents, contributing to a well-organized and welcoming office environment.

Principles

• Address difficult issues professionally and quickly.

• Listen to learn and strengthen the agency.

• Be relentlessly positive with the team and see their potential when they cannot.

• Persevere with adopting change.

• Be driven to achieve the agency’s goals.

Critical Competencies

Follow-Through
Lives up to verbal and written agreements, proving reliability and accountability, regardless of personal costs.

Adaptability
Quickly and proficiently absorbs new information, demonstrating intelligence and adaptability in learning and applying new skills or knowledge.

Communication
Communicates clearly and persuasively, both verbally and in writing, ensuring articulation without verbosity, and effectively convincing others when necessary.

Teamwork
Promotes a collaborative environment by reaching out to peers and cooperating with supervisors, fostering strong team relationships and collective success.

Proactive
Acts independently with initiative, bringing new ideas and solutions to the forefront, driving positive change and innovation within the company.

Organization
Effectively plans, organizes, and schedules tasks, focusing on key priorities to enhance productivity.

Work Ethic
Demonstrates exceptional productivity with minimal wasted effort, characterized by a dedication to working hard and efficiently. A proven track record of going beyond standard expectations, including the willingness to put in long hours when necessary to achieve outstanding results.

Excellence
Sets and expects high standards for personal and team performance, striving for excellence and quality in all endeavors. Upholds the highest ethical standards, earns trust through actions, and maintains confidence by doing what is right, not just what is easy.

Receptive
Maintains openness to feedback and criticism, soliciting input actively and responding calmly to enhance personal and team performance.

Feedback

• Every 90 days you will meet with your manager to review any bottlenecks, ideas you must improve as well as the objectives outlined in your job description. 

• Each year you will receive a formal review.