Customer Communications Specialist
Department: Human Resources
Employment Type: Full Time
Location: Gainesville, FL
Reporting To: Director, HR Business Partner
Description
Provide exceptional customer service to internal and external customers by serving as a welcoming and knowledgeable first point of contact. Create positive experiences for visitors, employees, vendors, and callers by addressing inquiries, resolving issues, coordinating requests, and ensuring efficient front-office operations. Demonstrate a proactive, service-oriented approach with a focus on problem solving, communication, and attention to detail.
Key Responsibilities
- Serve as the first point of contact for visitors, vendors, customers, and employees, providing a professional and welcoming experience.
- Answer, screen, and direct incoming phone calls, emails, and inquiries in a timely and courteous manner.
- Listen actively to customer concerns, identify solutions, and follow through to ensure issues are resolved effectively.
- Coordinate office requests and support services, serving as a resource for employees and external partners.
- Process orders and requests for business cards, name badges, office supplies, and other administrative services.
- Assist with scheduling, visitor management, and vendor coordination activities.
- Support day-to-day office operations to ensure a positive and productive workplace environment.
- Monitor building access and assist with visitor and contractor check-in procedures in accordance with company safety and security guidelines.
- Respond appropriately to urgent situations, escalating concerns to the appropriate resources when needed.
- Complete special projects and administrative tasks as assigned.
- Collaborate effectively with team members to ensure assignments are completed accurately and on time.
- Contribute ideas for improving customer service processes and enhancing the overall employee and visitor experience.
Skills, Knowledge and Experience
Education:
- High school diploma or GED required.
- Associate degree or related coursework preferred but not required.
Experience:
- Previous customer service, hospitality, retail, administrative support, or receptionist experience preferred.
- Experience working with multi-line phone systems preferred.
- Basic proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
Functional/Technical Knowledge, Skills and Abilities Required:
- Strong customer service mindset with a genuine desire to help others.
- Excellent verbal and written communication skills.
- Demonstrated problem-solving ability and sound judgment.
- Ability to remain professional and composed while handling multiple priorities.
- Strong organizational skills and attention to detail.
- Ability to take initiative and work independently.
- Strong interpersonal skills and the ability to build positive relationships with employees, customers, and visitors.
- Ability to adapt to changing priorities and respond effectively to unexpected situations.