Position Summary
Reporting to the Sr. Manager, Operations, the Receptionist serves as the first point of contact for customers, builders, vendors, and visitors, creating a welcoming and professional experience both in person and over the phone. This role is responsible for managing front desk operations, directing inquiries, supporting showroom traffic, maintaining filing systems, and providing administrative assistance to ensure the efficient day-to-day operation of the business.
The Receptionist plays an integral role in supporting the Sales, Customer Support, Warehouse, and Leadership teams by coordinating communications, maintaining administrative processes, and ensuring customers receive prompt, courteous, and accurate assistance. This position contributes directly to Cartwright Lighting & Furniture's reputation for delivering exceptional customer service.
Key Responsibilities
Reception & Customer Experience
- Greet customers, builders, vendors, and visitors in a professional, friendly, and welcoming manner.
- Answer incoming telephone calls promptly, professionally, and direct calls to the appropriate department or team member.
- Take detailed messages when required and ensure they are communicated promptly to the appropriate team member.
- Check voicemail daily, transcribe messages accurately, and distribute them to the appropriate team members.
- Respond to general customer inquiries or direct customers to the appropriate department.
- Maintain a clean, organized, and welcoming reception area that reflects the company's professional image.
- Assist walk-in customers with general inquiries while ensuring a smooth transition to the Sales Team when appropriate.
Administrative Support
- Complete reminder calls for scheduled lighting selection appointments.
- Complete customer appointment reminder calls on behalf of the Customer Support Team.
- Receive, sort, and distribute incoming mail, courier packages, and deliveries.
- Prepare outgoing mail and courier shipments.
- Maintain office supplies and replenish inventory for the sales floor, including pens, tape, staples, and other commonly used materials.
- Refill sales forms and hang slips, including:
- Glazier Electric
- Eecol Electric
- AMRE Supply
- Shipping Requests
- Return to Stock forms
- Print, laminate, and post store closure notices as directed.
- Print the weekly Sales Schedule each Monday and distribute it to the appropriate team members.
- Assist leadership and various departments with general administrative duties and special projects as assigned.
Filing & Documentation
- Maintain organized filing systems for customer, service, and showroom documentation.
- File all open and closed Customer Support service paperwork.
- File confirmed customer and spec/showhome packages.
- File shipped customer paperwork in designated downstairs filing systems.
- File shipped spec/showhome paperwork in designated upstairs filing systems.
- Attach required documentation ("top copies") to completed files before filing.
- Clean out shipped paperwork cabinets on a regular basis and archive files in designated storage areas.
- Ensure filing systems remain accurate, organized, and up to date.
Sales & Operational Support
- Assist team members with locating customer orders and pulling packages when required.
- Coordinate customer pickups by communicating with warehouse staff and confirming customer arrivals.
- Support the Sales and Customer Support teams with administrative tasks as required.
- Assist with preparing customer documentation, reports, and correspondence.
- Maintain accurate customer information within company systems.
General Office Support
- Monitor shared email inboxes and distribute inquiries to the appropriate departments.
- Coordinate internal communications and relay messages promptly.
- Support company meetings, events, and administrative initiatives.
- Provide backup support for Customer Support and other administrative functions as operational needs require.
- Identify opportunities to improve reception, filing, and administrative processes.
Decision-Making & Autonomy
- Independently manage daily reception and administrative priorities while balancing multiple competing responsibilities.
- Exercise sound judgment when directing customer inquiries and determining the appropriate internal contact.
- Resolve routine customer and administrative inquiries independently while maintaining a high level of customer service.
- Escalate sensitive customer concerns, operational issues, or matters requiring management involvement to leadership.
- Maintain ownership of front desk operations while contributing ideas for continuous improvement.
Key Outcomes & Success Measures
- Customers and visitors consistently receive a welcoming, professional first impression.
- Incoming calls, voicemails, and inquiries are responded to promptly and accurately.
- Appointment reminder calls are completed on schedule.
- Filing systems remain accurate, organized, and current.
- Service paperwork, customer documentation, and archived files are maintained with a high level of accuracy.
- Office supplies and sales materials remain fully stocked and readily available.
- Internal teams receive timely administrative support that contributes to efficient daily operations.
- Reception and administrative processes operate smoothly with minimal supervision.
Key Stakeholders & Collaboration
- Customers
- Builders and contractors
- Sales Team
- Customer Support Team
- Warehouse personnel
- Administrative team
- Leadership
- Vendors, couriers, and delivery personnel
Qualifications & Skills
Required Qualifications
- Secondary School Diploma required.
- Previous receptionist, administrative, or customer service experience preferred.
Knowledge, Skills & Abilities
- Exceptional customer service and interpersonal skills.
- Professional verbal and written communication abilities.
- Strong computer proficiency, including Microsoft Office (Outlook, Excel, Word).
- Highly organized with excellent attention to detail.
- Strong time management skills with the ability to manage multiple priorities.
- Ability to maintain accuracy while performing repetitive administrative tasks.
- Strong problem-solving and decision-making abilities.
- Ability to work independently and collaboratively within a team environment.
- Customer-focused mindset with a calm, professional approach.
- Experience in retail, showroom, building supply, or customer-facing environments is considered an asset.
Core Competencies
- Customer Focus
- Professionalism
- Communication
- Organization
- Attention to Detail
- Accountability
- Teamwork
- Adaptability
- Initiative
- Time Management
Pay: $18.00-$20.00 per hour
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
