Waltz Receptionist Job Description

JOB DESCRIPTION:

At Waltz, we believe that technology should revolve around people, not the other way around. The Waltz Receptionist plays a crucial role in making this vision a reality. The Waltz Receptionist is the face of Waltz; they must ensure a seamless and welcoming experience by answering incoming phone calls, addressing inquiries, and directing members to the appropriate Tech Helper. By providing exceptional customer service, Waltz Receptionists help our members feel valued and supported, setting the stage for a positive tech help experience.

THE IDEAL APPLICANT:

The ideal candidate embodies Waltz’s 4P’s:

• Personal: Every interaction should feel personalized; Receptionists take the time to understand each member's needs and provide tailored assistance.
• Passion: An interest in technology and love for helping others are essential. Receptionists strive to create a welcoming environment that encourages members to engage with their tech confidently.
• Politeness: Communication is key, and the Waltz Receptionists excel in interacting with members in a respectful and courteous manner.
• Patience: With intuition and empathy, Waltz Receptionists adjust their communication style to suit each member’s preferences and needs.

QUALIFICATIONS:

• Strong Communication Skills: Clear and professional phone etiquette, with the ability to effectively communicate with customers and tech helpers in a friendly, approachable demeanor.
• Exceptional Organizational Skills: Ability to manage multiple calls and tasks efficiently, prioritize requests, and ensure accurate records are maintained for follow-ups.
• Attention to Detail: Ability to accurately capture customer information and concerns, ensuring proper follow-through and timely resolution.
• Problem-Solving Ability: Ability to assess customer needs and connect them with the right technical help or resources.
• Relationship Building: Establish and maintain strong working relationships with tech helpers to ensure seamless coordination and support for customers.
• Follow-Up Proficiency: Diligent in following up with customers and tech helpers to confirm satisfaction and progress, ensuring a smooth resolution to any issues.
• Adaptability and Teamwork: Comfortable in a dynamic, fast-paced environment and able to collaborate effectively with internal teams to resolve customer concerns.
• Technical Proficiency: Familiarity with basic technology concepts and a willingness to learn more.
• Experience: Prior experience in customer service, hospitality, or administrative roles is a plus. Additionally, experience working with older adults is highly preferred.

JOB DETAILS:

Employment Type: This position offers flexibility, allowing Receptionists to choose between full-time (40 hours per week) and part-time (20 hours per week) work schedules.

Work Location:  The role offers a hybrid in-office and remote setup for New York-based employees, depending on work experience. For out-of-state employees, including those outside of New York, the position is fully remote. All interactions with members will be conducted via phone.

Travel: Minimal travel is required, with potential attendance at one or two in-person functions annually, such as team meetings or company events. All necessary travel expenses will be covered by Waltz.

Training and Development: Receptionists will undergo comprehensive onboarding to familiarize themselves with our systems, tools, and customer service standards. Continuous learning opportunities are available to enhance skills and knowledge.

Compensation: The starting compensation for this role is $20-$25 per hour, with opportunities for increases based on performance and tenure.

Career Growth: As Waltz grows, so do career opportunities. We are committed to internal promotions and helping our employees build fulfilling careers. Receptionists have the chance to explore different areas within the company, including tech helper role, training roles, or managerial/supervisory positions.