This position operates under an exemplary level of customer service, has the responsibility to answer incoming calls, greet visitors to the building and direct them to the appropriate party while following security protocols. This position performs administrative tasks and must maintain the highest level of confidentiality regarding all organizational information. This role supports all departments and provides specific support to those departments experiencing high volume of traffic assisting shareholders. This person also interacts with all NANA companies, shareholders, employees, and clients on a daily basis.

Customer Service/Receptionist Duties

• Reports to work as scheduled and is punctual and reliable.
• Answers phone and directs calls or transmits messages as required.
• Assists callers in contacting the proper person or area of inquiry, this involves appropriately screening the visitor and detailed notification to the correct department of the visitors’ information and reason for the visit.
• Greets visitors to the office and follows established security protocol. Assists shareholders, visitors, applicants, new hires, employees and the public in making contact with the proper person or area within the building or companywide.  This involves appropriate screening of the visitor and detailed notification to the correct department of the visitor’s information and the reason for the visit.
• Notifies supervisor and VP/COO of all process servings.
• Sort and process incoming and outgoing mail, including preparing items for shipment.
• Manages conference room schedule and assists employees in locating conference rooms within NANA.
• Facilitates the approval of meeting room requests for outside entries. Reviews building protocols including reviewing evacuation procedures with the host.
• Operates and maintains a variety of general office machines or equipment such as copiers, fax machines, etc.
• Maintains the cleanliness of conference rooms, mail room, coffee area or kitchen and shared work areas.
• Follows up on facility maintenance and support issues.

Security & Safety

• Works with others on following safety rules
• Works with the Director of Safety and Facilities to address safety issues, conduct fire drills and following evacuation procedures.
• Familiar with building layout and security protocols.  Instructs visitors to sign-in/sign-out the log as appropriate.
• Ensures only authorized individuals gain entrance to internal offices.
• Participate in the building evacuation process, including maintaining check off lists and muster locations.
• In coordination with your supervisor and the Director of Safety and Facilities, monitors door, security alarms, emergency exits, emergency calls including ensuring properly locking or unlocking the entrance during work hours.

Administrative support duties

• Performs general office duties including general written or electronic correspondence.
• Maintains office assignment listing and provides updates to the Director of Facilities & Safety and others as needed.
• Manages storage archives for retention, protection, retrieval, transfer, and disposal of records.
• Provides notary services as needed.

Executive office support

• Creates binders and packets for meetings.
• Works with the senior executive assistant to maintain the cleanliness of the President and VP/COO office, including stocking office with office and meeting supplies.

Coordination of procurement & logistics

• Manages incoming requests for purchases.  Uses internet resources to manage purchasing and shipping costs.  Cross-trains others on utilizing existing resources.
• Purchases basic office supplies for the office, then processes invoices by coding and obtaining approval for purchases.
• Manages the pickup and delivery of packages as needed.
• Maintains office efficiency by overseeing maintenance, upkeep of equipment and supplies.

Office management

• Assigns workspace to incoming visitors and staff.
• Selects and trains on-call support staff. Schedules and assign and follows up on work results.
• Contributes to team effort by accomplishing related results as needed.
• Maintains a friendly and professional relationship with staff and others.
• Operates in a climate of confidentiality requiring discretion.

IT Support

Supports the IT department by assisting IT with resolution of work requests.

• May assist users by sending support request to nrc-it@nana.com and notifies the IT Director of urgent requests.
• Follows up as needed to ensure completion.

HR Support

Support the HR department by assisting with HR related inquires made of Recruiting, Onboarding, Benefits, and Employee Relations.  This involves assistance including but not limited to:

• Provide appropriate forms.
• Processes verification of paperwork to ensure all relevant information has been completed.
• Pre-employment UA screening may be conducted as needed. Being discreet is essential.
• Screen new hires to ensure they have proper I-9 documentation prior to notifying onboarding; this may require instructing new hires of appropriate documents as needed.

Shareholder Relations

• Refers inquiries for employment to the NANA website; assist new hires with password resets and applying for jobs on applicant computers.
• Completes report on shareholder related tasks.

Shareholder Records

• Assist Shareholders with all Shareholder Records forms and make copies of documents needed for the forms.
• Assist shareholders over the phone with, and process: change of address forms, shareholder verification, SH NANA card, and dividend confirmation requests, in Granite.
• Correspond and print emails and documents received from shareholder records e-mail records@nana.com.
• Screen and transfer calls to appropriate SHR Employee.
• Open and sort Shareholder Records Mail.
• Other Duties as Assigned.

Department Support

• Assists with special projects and/or over flow work as assigned.
• May be assigned to code incoming invoices for other departments and provide support in scanning documents electronically.

Duties, responsibilities, and activities may change at any time with or without notice.

Personal Qualities

• Ability to work with minimal supervision.
• Demonstrate a high level of personal integrity.
• Ability to demonstrate appropriate telephone etiquette.
• Ability to work well with people individually or in groups.
• Self-motivated and able to manage their own time to meet commitments and manage areas of responsibilities.
• Strong organizational skills and ability to manage multiple tasks with proper attention to detail.
• Ability to analyze and problem solve.
• Proficient in oral and written communications, interpersonal and listening skills.
• Ability to self-manage workload and meet deadlines.
• Willingness to learn advance software skills.

• A high school education (or GED).
• Minimum of 2 years’ clerical experience.
• Must be able to operate computer & Microsoft applications. Proficient in Microsoft Suite: Word, Excel, PowerPoint, Outlook.
• Driver’s License with a driving record that meets NANA’s insurance requirements. 

Working Conditions and Physical Requirements

Weather: Indoors - environmentally controlled; requires most or all work to be done inside.

Noise level: The noise level in the work environment is usually that of a standard office atmosphere

Description of environment: Office building with standard office environment.

Physical requirements:  Employee is required to occasionally lift and/or move up to 25 lbs. Frequently required to sit, stand, walk, use hands/fingers to handle or feel, climb, stoop, kneel, crouch or crawl, talk/hear, see, taste/smell, and carry weight/lift.

Travel: No

Competencies

• Customer Service – Manages difficult or emotional shareholder situations; responds promptly to shareholder needs; solicits feedback to improve service; responds to request for service and assistance; meets commitments in a timely manner.
• Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others ideals.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

The position requires reading, detailed work, problem solving, interactions with other companies including other NANA companies, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, will require the employee in the position to manage multiple concurrent tasks, and handle constant interruptions.