Job Description

JOB PURPOSE

This role is a foundational part of the Orlando office and broader operational team. While responsibilities include managing incoming calls and mail services, the position offers an opportunity to support a variety of business functions such as accounting, compliance, and claims—provided clear Standard Operating Procedures (SOPs) are in place. The ideal candidate will have a positive, can-do approach, be organized, proactive, and flexible, with a strong sense of professionalism and the willingness to learn and take on new administrative tasks across the organization.

KEY RESPONSIBILITIES

Front Office & Communication

• Open the office each morning and ensure phone systems are ready to receive calls.
• Answer phone calls live, aiming to reach at least 70% without voicemail.
• Return all voicemail messages within 2 hours.
• Maintain and update phone system recordings, ensuring proper holiday and program-specific routing.
• Track call volume by program and note general inquiry types.
• Greet and assist office visitors and notify appropriate staff members.
• Anticipate visitor needs and coordinate logistics independently (room setup, IT/AV needs, dietary preferences, badges, etc.).
• Lead onsite hospitality experiences and events including staff celebrations, holiday parties, and executive visits—with minimal direction.

SKILLS / COMPENTENCIES

• Strong interpersonal skills with a positive, team-oriented mindset, and ability to take initiative
• Excellent communication (both written and verbal)
• Good skills and experience working in Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Teams, SharePoint)
• Experience overseeing external vendors
• Ability to adapt, learn quickly, and follow structured processes
• Strong attention to detail, time management, and multitasking in a fast-paced environment
• Strong discretion and ability to maintain confidentiality as this position has access to various levels of confidential material
• Naturally proactive; doesn't wait to be asked—asks how to help.
• Thrives in an environment with evolving priorities and occasional ambiguity; willing to pitch in beyond the formal job scope.
• Demonstrated interest in growing professionally, especially in operations and process improvement.
• Friendly, personable, and comfortable interacting with senior executives, external vendors, and guests.
• Physical ability to lift up to 50 lbs (e.g., mail bins, supply boxes)
• Ability to work in the Orlando office 5 days a week

EXPERIENCE

• High school diploma required.
• 2–3 years of experience in an office, customer service, or support environment.
• Experience handling a high call volume or supporting multi-department operations is a plus

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