Front-Line Communications

• Serve as the first point of contact for incoming communications across phone, email, and internal messaging platforms, responding promptly and routing inquiries to the appropriate team.
• Represent the company with professionalism and care in every interaction, both in person and across digital channels.

Administrative & Operational Support

• Apply working knowledge of standard office software and procedures, including word processing, email, spreadsheets, and digital file and records management.
• Receive, sort, and distribute incoming mail and shipments.
• Provide hosting and coordination support for trainings, staff events, and internal activities.
• Coordinate project documentation and correspondence in support of one or more managers.

Customer & Case Management

• Create and route support case tickets in the company CRM with accuracy and strict adherence to documented protocols.
• Enter and maintain client and prospect information in the central database, ensuring data is accurate, complete, and up to date.
• Handle sensitive client and company information with confidentiality, discretion, and accuracy.

Reporting & Project Support

• Assist in the preparation and ongoing maintenance of recurring reports.
• Support marketing and administrative projects, including coordinated mail and email campaigns.
• Document completed work clearly and consistently for future reference.

Collaboration & Continuous Improvement

• Develop and maintain a clear understanding of Administrative and Support Services team functions to direct inquiries and tasks efficiently.
• Participate in team meetings to align on logistics, projects, and priorities while operating effectively in a largely independent role.
• Bring forward ideas and process improvements to strengthen team workflows.
• Perform other related duties as assigned in support of department and company goals.

Education & Experience

• High school diploma or GED required.
• Three or more years of experience in a customer service, communications, or professional administrative role.

Core Competencies & Skills

• Strong customer service orientation, with the ability to represent the company professionally at every touchpoint.
• Excellent written and verbal communication skills for both internal and external audiences.
• High attention to detail balanced with awareness of broader priorities and outcomes.
• Ability to manage multiple priorities in a fast-paced environment with politeness and professionalism.
• Strong computer literacy and confidence learning new platforms and tools.
• Sound judgment and initiative, with the ability to work independently or as part of a team.
• Comfortable handling confidential and sensitive information with discretion.

• Associate’s or bachelor’s degree in Business Administration, Communications, or a related field.
• Prior experience using a CRM platform for case or ticket management.
• Experience supporting a sales, support, or professional services team.
• Proficiency with Microsoft 365 (Outlook, Word, Excel, Teams).
• Background in a B2B or technology-services environment.

Communication & Service Quality

• Professionalism, responsiveness, and accuracy in handling internal and external communications.
• Quality and tone of interactions with clients, vendors, and visitors.
• Adherence to documented communication standards and protocols.

Operational Excellence

• Accuracy and completeness of data entry, ticket creation, and recordkeeping.
• Timeliness and reliability in completing routine and project-based work.
• Effective management of competing priorities and deadlines.

Collaboration & Initiative

• Productive engagement with team members and cross-functional partners.
• Contribution of ideas, process improvements, and constructive feedback.
• Sound judgment and independent execution of assigned responsibilities.