Administrative Clerk II

American-Foreign-Service-Protective-Association; Washington (District of Columbia); Hybrid; USD 22,000 - 32,000; Full time

Job summary

American-Foreign-Service-Protective-Association seeks a professional Front Desk/Receptionist to manage a multi-line phone system, greet visitors, and handle mail and packages. The role requires strong customer service, organization, and the ability to work across departments in a busy office environment.

The position involves delivering friendly, professional service at AFSPA’s Washington, DC area offices and coordinating mail distribution, with hybrid work options depending on business needs.

Qualifications

• First point of contact for customers and clients, must be professional and approachable.
• Confidential handling of sensitive information.
• Excellent verbal and written communication; active listening.
• Customer-focused with emphasis on high-quality service.
• Organized, proactive, and able to multitask under pressure.

Responsibilities

• Answer a multi-line phone system and route calls or take messages.
• Provide callers with the company address and directions; assist with general inquiries.
• Maintain a clean, organized reception area and manage desk presence.
• Staff front desk during scheduled times and cover breaks as needed.
• Process deliveries and mail; sort and distribute to the correct recipients.
• Greet visitors and vendors, announce them, and guide to appropriate personnel.
• Manage outgoing mail and packages and track shipments as required.
• Support other departments with ad-hoc tasks and special projects.

Skills

Phone etiquette

Customer service

Communication

Multitasking

Organization

Education

High school diploma or GED

1 year customer service/office experience

Job description

Description

Summary:

Perform receptionist/front desk tasks while operating a multi-line telephone system to answer incoming calls and direct callers to appropriate personnel OR processes and distributes all AFSPA’s mail and packages to appropriate personnel. Greet members/vendors. Provides office wide assistance as requested.

Duties and Responsibilities

Duties & responsibilities include, but are not limited to the following:

Front Desk/Reception:

• Answer a multiple line phone system, screen, and manage calls by routing them to the proper queue/extensions or taking messages and delivering them within our message system (voice mail, email, or Teams) if staff are unavailable.
• Provide callers with the company address, directions, and other general information. *
• Maintain the reception area, keeping it clean and free of clutter.
• Staff the receptionist’s desk during scheduled times, when other Administrative Clerk/Receptionist is absent, and in accordance with the front desk breaks. *
• Accept and process deliveries and mail, organize them to be distributed to the correct recipients using the office mailing system, and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup.
• Serve as the face of the company, offering friendly and professional service to those entering the office or calling in on the phone.
• Greet all visitors and vendors in a courteous manner, determining the nature of their business and announcing them to appropriate personnel in a courteous and professional manner as established by AFSPA guidelines *

Mail

• Prepare and pack all Open Season boxes and mailings*
• Distribute packages received through any mail or shipping service to the appropriate employee immediately. *
• Prepare mail tracking reports and provide copies to appropriate personnel. *
• Prepare claim boxes sent to Aetna’s NC office and Conduent’s Kentucky office by 3:00 PM, including FedEx tracking label. *
• Notify the Office Coordinator I by 4:15 pm if USPS has not delivered the daily mail. *
• Operate the receptionist’s desk, including during assigned times, when the Office Coordinator I or the 2nd receptionist is absent, and in accordance with the front desk breaks. *
• When at the front desk, you must be able to:
• Deliver (verbally and written) messages to the appropriate employee as quickly as possible; Answer the telephone within three rings and professionally route the call to the appropriate queue/employee; Record and deliver messages or transfer calls to voicemails when employees are unavailable. Provide callers with the organization’s address, directions, and other general information. *
• Sort and process the mail in a timely manner; *
• Greet clients, vendors and guests in a courteous and professional manner as established by AFSPA guidelines; *
• Promptly alert staff members when package arrives addressed to them; *
• Manage outgoing packages sent via messenger or are being picked up by an individual or a firm. If the package is not retrieved in a timely manner, notify the sender . *
• Process and incoming Certified courier and pouch mail (e.g., Fed Ex, UPS, DHL, etc.)
• Assists all departments at AFSPA with special projects* as requested, such as:
• Assist with quarterly insurance premium invoices to members.
• Assist with returned mail due to bad addresses.
• Must be able to work during all Association business hours.
• Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• As the first point of contact for customers and clients, must be professional, friendly, approachable, and able to handle pressure.
• Must also be able to maintain the confidentiality of sensitive information.
• Should have excellent verbal and written communication skills and be active listeners.
• Should be customer-focused and provide exceptional customer service.
• Should be organized, resourceful, and proactive when issues arise.
• Should have strong organizational skills and attention to detail, and also able to multitask and prioritize well.
• Ability to work independently.

Education/Experience

• High school diploma/general education degree (GED)
• At least one year of training or experience in customer service and office work

Work Location

The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. AFSPA does not have any fully remote positions. Work location will be assigned and/or changed based upon business need and at Management’s sole discretion.