Resource Center Specialist

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Act as the main point of contact and represent the “face of the Bar” for members, staff, and the public.

• Manage a high volume of telephone communications, emails, written correspondence, and face-to-face interactions.

• Professionally welcome visitors and callers.

• Provide direct assistance to individuals or guide them to the appropriate person, division, department, or community resource.

• Adhere to Front Desk/Reception security protocols and report any security incidents.

• Offer administrative support, including telephone coverage, mailing projects, filing, and other related tasks.

• Prepare daily schedules for conference rooms and update lobby signage.

• Draft general correspondence, including communications with inmates.

• Update HUB/member records and process payments as assigned.

• Gather and compile metrics to assess efforts and measure success against strategic objectives.

• Investigate and resolve discrepancies and issues within member records.

• Type, design, and proofread correspondence, memos, charts, tables, and reports.

• Provide members with information regarding status changes.

• Assist with member fee statements, payments, billing concerns, pro hac vice applications, and letters of good standing.

• Address inquiries related to members and organizational events.

• Refer matters to the appropriate State Bar departments or programs.

• Offer callers from the public referrals to community resources or direct calls to Bar personnel.

• Recognize, record, and inform the supervisor of trends in member calls.

• Participate in cross-training for other Member Services programs and resources.

• Work both independently and collaboratively on special, nonrecurring, and ongoing projects.

• Propose process enhancements.

• Perform additional related duties as assigned.

⛳️ Requirements

• High School Diploma or General Education Degree (GED).

• At least two (2) years of experience in a front desk/reception or administrative role, or two (2) years in a call center environment, preferably utilizing an Automatic Call Distribution system.

• Bilingual (Spanish) preferred.

• Driven by customer service.

• Exhibits poise, tact, and diplomacy; capable of managing sensitive and confidential situations.

• Professional and approachable demeanor.

• Ability to read and understand instructions, correspondence, and memos.

• Strong spelling and grammar proficiency.

• Detail-oriented and well-organized.

• Excellent telephone etiquette and verbal communication skills.

• Capable of handling and prioritizing multiple competing tasks and demands, seeking supervisory assistance when necessary.

• Self-starter who can work independently.

• Competent in alphabetical filing and operating general office equipment such as fax and photocopy machines.

• Adherence to internal procedures and external regulations.

• Proficient in a Microsoft Windows environment with Office Suite, including the ability to format and produce word-processing documents, spreadsheets, presentations, and reports.

• Capability to use video-conferencing tools as required.

• Ability to acquire working knowledge of digital databases, digital records management, and associated software.

• Reliable transportation for potential travel within the metropolitan area.

• Valid driver’s license and insurance coverage if using a personal vehicle.

• Regular attendance is mandatory.

• Overtime may be necessary.

• Ability to identify potential issues and accurately categorize inquiries for referral.

• Ability to meet specified physical demands, including standing, walking, sitting, using hands/fingers, reaching, and frequently lifting/moving up to 10 pounds.

🏝️ Benefits

• 100% employer-paid medical, dental, and vision insurance (employee only).

• $900 HSA funding provided by the employer for individuals ($2,000 for families).

• Generous paid vacation and sick leave.

• 10 paid holidays per year plus 2 additional floating holidays.

• 8 hours of paid volunteer time annually.

• Paid parental leave.

• 401(k) plan with employer matching.

• Public Service Loan Forgiveness (PSLF).

• Quarterly wellness reimbursement for gym memberships.

• A supportive community of friendly and collaborative co-workers.