This is a hybrid position of a Receptionist and a Customer Service Agent. While serving as a Receptionist this position acts as the first point of contact for visitors and callers to the corporate offices. While serving as a Customer Service Agent, position provides customers and end users with customer, product and/or technical support. Time spent in each function will be determined on a weekly basis. ESSENTIAL DUTIES AND RESPONSIBILITIES: Ø Adherence to SYKES policies on ethics and integrity. Ø May perform other additional duties and responsibilities as assigned. AS A RECEPTIONIST Ø Operates phone switchboard directing calls effectively. Ø Receives and announces all guests, directing them appropriately. Ø Greets vendors, customers, job applicants, auditors, and other visitors. Ø Issues visitor, contractor, vendor & temporary badges when required. Ø Updates corporate phone list and address book as needed. Ø Coordinates the receipt and distribution of mail, faxes, and deliveries. Ø Retrieves requests from voice mailboxes and directs appropriately. Ø Assists HR in auditing invoices, matching documents, and other tasks. Ø Types memos, correspondence, spreadsheets, and documents. Ø Provides clerical support as needed. Ø Schedules and facilitates meetings with internal & external personnel. Ø Prints compensation, rewards & recognition certificates. Ø Assembles materials for special projects. Ø Provides parking validation. AS A CUSTOMER SERVICE AGENT Ø Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes’ clients. Ø Determines appropriate action to be taken on customer’s behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution. Ø Maintains proficiency in programs, products and/or platforms assigned. Ø Maintains pertinent paperwork and records through data entry. Ø Communicates with co-workers to research problem and find solution. Ø May test software and hardware to evaluate ease of use and whether product will aid user in performing work. Ø Communicates with team manager, team members and other teams regarding problems, solutions and trends. Ø Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards. SUPERVISORY RESPONSIBILITIES None QUALIFICATIONS 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. Ø Organizational skills and multi-tasking abilities Ø Strong attention to detail Ø Self motivation and good judgment Ø Sensitivity to confidential matters Ø Knowledge of MS Word, Excel and Outlook skills EDUCATION and/or EXPERIENCE HS Diploma or equivalent. 1-2 years experience in a corporate office environment. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE Sykes Enterprises is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity. DISCLAIMER The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.