Receptionist/Resource Center Specialist

Are you a customer-focused professional who thrives in a fast-paced environment and enjoys helping others? We are seeking a Resource Center Specialist to serve as a primary point of contact for our members, staff, and the public. As the "face of the Bar," you will play a vital role in delivering exceptional service through phone, email, written correspondence, and in-person interactions. The ideal candidate is highly organized, detail-oriented, and an effective communicator who can balance multiple priorities with professionalism, discretion, and a commitment to outstanding service.

ABOUT US

The State Bar of Arizona is a non-profit organization that operates under the supervision of the Arizona Supreme Court. The Bar regulates approximately 19,000 active attorneys in Arizona and provides education and development programs for the legal profession and the public. The Bar and its members are committed to serving the public by making sure the voices of all people in Arizona are heard in our justice system.

Benefits of working at the State Bar of Arizona include:

• 100% employer paid medical, dental, and vision insurance (employee only)
• $900 HSA funding provided by employer for individuals ($2,000 for families)
• Generous paid vacation and sick time
• 10 paid holidays per year + 2 additional floating holidays
• 8 hours of paid volunteer hours per year
• Paid parental leave
• 401(k) with employer match
• Public Service Loan Forgiveness (PSLF)
• Quarterly wellness reimbursement for gym membership
• A community of friendly and collaborative co-workers

If you are ready for a challenging career that makes a significant impact, we want you on our team! To hear our mission statement, please visit https://www.youtube.com/watch?v=DTd_T8s6BNw

Job Summary

Under the direction of the Resource Center Supervisor, the Resource Center Specialist serves as a key team member and the “face of the Bar,” responding to members and the public through high-volume telephone contacts, email, written correspondence, and in-person interactions. This role triages incoming calls, greets and assists visitors, assesses needs, and directs inquiries to appropriate Bar personnel or community resources, while serving as an information resource for members, staff, and the public. The position also shares responsibility for maintaining the 25,000+ membership database, resolving record discrepancies, and supporting compliance efforts with internal departments, Courts, and external organizations, in addition to performing administrative functions such as managing conference rooms and calendars. This role requires strong organizational and prioritization skills, the ability to work in a fast-paced environment, and demonstrated tact, diplomacy, and excellence in verbal and written communication.

Duties and Responsibilities

• Professionally greets all visitors/callers. Assists individuals directly or directs person to the appropriate person/division/department.
• Follows internal security protocols established for Front Desk/Reception area. Communicates regularly with Resource Center Supervisor regarding any security developments and reports security incidents to appropriate staff 
• Provides administrative support for the State Bar which may include telephone coverage, mailing projects, filing,  or other tasks as needed.
• Prepares daily conference room schedule and updates lobby marquis. Prepare general correspondence, ex: inmate correspondence. HUB database updates to member records, may process payments, handle general administrative tasks, as assigned.
• Responsible for collecting and collating metrics to evaluate efforts, measure success, alignment with strategic plan, goals and related activities.
• Updates membership information including researching and resolving discrepancies in member records. 
• Identify, research, and resolve member issues using the member database.
• Types and designs general correspondence, memos, charts, tables, reports, etc. Proofreads copy for spelling, grammar and layout making appropriate changes. Responsible for accuracy and clarity of final copy. 
• Provides members with status change information.
• Assist members regarding member fee statements and payments; research billing issues. May assist members with financial payments, pro hac vice applications and letters of good standing, among other administrative duties.
• Responds to inquiries (telephone, email, mail) regarding members and organizational events. Seeks assistance as needed; may refer issues to appropriate departments/programs throughout the State Bar. 
• Provides callers from the public with appropriate referrals to community resources or routes calls to appropriate Bar personnel.
• Recognize, document, and alert the Resource Center Supervisor of trends in member calls.
• Performs all other related duties, as assigned. May be requested to assist with special projects from time to time.
• Is cross-trained in other Member Services programs and resources to provide assistance as needed. 
• Works independently and/or within a team on special and nonrecurring and ongoing projects.
• Suggest process improvements.                                    

Reassignable

Performs all other related duties, as assigned.   

Education and/or Experience Required

Requires a High School Diploma or General Education Degree (GED). Bilingual (Spanish) Preferred. Minimum two (2) years’ experience in a front desk/reception or administrative position or two (2) years’ experience in a call center environment, preferably using an Automatic Call Distribution.

Skills and Abilities

• Performs all duties in compliance with internal procedures and external regulations.  Is responsible for bringing compliance issues to the attention of management.
• Ability to read and comprehend instructions, correspondence, and memos.
• Ability to write reports and correspondence.  Ability to conform writing to prescribed style format.
• Must maintain confidentiality of all information provided by State Bar Members.
• Ability to effectively present information in one-on-one situations (e.g., callers) in a professional and friendly manner.  Must have excellent customer-service skills.
• Work requires continual attention to detail in composing, typing and proofing materials, establishing priorities and meeting deadlines.
• Must have high level of interpersonal skills to handle sensitive and confidential situations.  Position requires demonstrated poise, tact and diplomacy. 
• Must be able to perform basic mathematical functions (e.g., adding, subtracting, multiplying, dividing).
• Strong attention to detail and well organized.
• Must be team oriented but able to work independently on occasion.
• Ability to adapt to changing environment, structures, processes and procedures.

Model the behaviors expected of all SBA employees by:

• Cultivating a positive work environment.
• Prioritizing and setting manageable goals.
• Being efficient with time at work.
• Communicating effectively with management, staff, members, clients, visitors, and the public.
• Being flexible and taking criticism constructively.
• Maintaining the highest ethical standards.

Computer Skills

Microsoft windows environment with Office Suite to include formatting and production of word processing documents and spreadsheets.  Previous database experience (i.e., data entry, viewing, and reporting) preferred.

Certificates, Licenses, Registrations:

Preferred:

• A valid Arizona Driver’s License, automobile insurance coverage and access to an automobile.

Other

Regular attendance is required.  Overtime including weekends may be required periodically to fulfill duties of position.  At times, individual must be able to work in a fast-paced environment with ability to handle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

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 and hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.  The employee frequently lifts and/or moves up to 10 pounds.  Specific vision abilities required by this job include close vision, ability to adjust focus, and manual dexterity in combination with eye/hand coordination.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified.  Other functions may be assigned and management retains the right to add or change the duties at any time.