Type - Full Time
Location - Hybrid
Term: Permanent
Reports to: Director of Operations
Purpose
Serves as FRRC's front door by phone. Answers the main line, resolves common questions directly, and routes everything else to the right place so program staff isn't fielding calls that aren't theirs. Recovers the phone coverage function previously held by the Office Manager role, now scoped as a dedicated seat.
Scope
Answer the main line and hotline during business hours, 9:00 a.m. to 5:00 p.m., via RingCentral, working remotely
Resolve common questions directly using a maintained FAQ and routing guide, so callers get answers without a handoff wherever possible
Route calls correctly: fines and fees applicants to the helpdesk, voting and KYR questions to the right staff, everything else to its owner
Manage voicemail: return or route messages the same day
Maintain and update the FAQ and routing guide as a living document, as programs and answers change
Handle general reception and light admin: messages, basic call logging, general intake
Meet coverage and answer-rate standards (answer rate, missed-call percentage, same-day voicemail return), reviewed through RingCentral reporting
Coordinate with the Operations team for backup coverage during absences
Qualifications
2+ years in reception, customer service, call center, or front-desk work
Warm, clear, patient phone manner with the public, including callers in stressful or sensitive situations
Comfortable with cloud phone systems; RingCentral experience a plus
Bilingual English and Spanish strongly preferred
Reliable home internet and a quiet remote work environment
Organized and comfortable being accountable to call metrics
Discretion with sensitive caller information (F&F applicants share personal, financial, and legal details)
Mission alignment; familiarity with directly impacted communities valued