Bilingual Front Desk Receptionist (English/Spanish)

The Front Desk Receptionist plays a key role in creating a welcoming, professional, and supportive environment for visitors, clients, and staff. As one of the first points of contact for ILCM, this position manages the organization’s main reception area, greets and directs guests, answers and routes phone calls, responds to general inquiries, connects clients with appropriate ILCM services and resources, and provides high-quality administrative support to help ensure smooth daily operations. The Front Desk Receptionist maintains organized systems, assists with scheduling and communications, handles incoming and outgoing mail, and collaborates closely with program, legal, and administrative teams to support client services and office needs. This role requires strong communication skills, sound judgment, attention to detail, and a customer-service mindset, as well as the ability to handle every call and client interaction with professionalism, discretion, confidentiality, and care. Why ILCM? You will champion social justice and create meaningful impact. Your work directly support programs that change lives. You will work in a place that values diversity, equity, and belonging. We encourage new ideas, value multiple perspectives, and foster a supportive environment where each role matters. We offer competitive and transparent compensation. We aim to ensure that pay, benefits, and career progression reflect your contributions, impact, and market value. You will work with a committed organization dedicated to serving and empowering clients. ILCM’s values are grounded in respect for and partnership with our immigrant and refugee clients. Primary Responsibilities: Client & Visitor Services Answer all incoming calls during scheduled office hours, respond to general caller inquiries, and route calls appropriately. Provide referrals whenever possible or redirect calls as appropriate. Maintain current knowledge of ILCM programs, services, referral resources, and front desk procedures to provide accurate information and appropriately direct clients and callers. Greet, assist, and direct visitors in a professional and welcoming manner. Receive payments by cash, money order, or personal check and provide receipts. Receive, direct, and relay telephone messages, faxes, and general office emails. Office & Administrative Process incoming mail by date-stamping, scanning, and distributing general correspondence; make occasional trips to the post office and FedEx as needed. Maintain a welcoming and organized reception area, including keeping informational materials stocked. Maintain an organized and up-to-date mailbox and administrative forms area. Maintain inventories of office and kitchen supplies. Place online orders for supplies and equipment. Deliver outgoing mail to the mailbox each day. Maintain office copiers, including restocking paper, changing toner, and coordinating repairs with vendors. Assist with requests to send files to or retrieve files from storage. Coordinate customer support with vendors, including submitting service tickets for technology and equipment issues such as the phone system, copiers, and postage meter. Prepare welcome packages and materials for new staff members. Assist with room reservations and other calendar-related items. Records & Internal Controls Complete regular data entry as needed or requested by management. Complete monthly reconciliations of client documents, filing fees, emergency basic-needs payments, and related records to support accuracy and strong internal controls. Secondary Responsibilities Complete time records for financial management, grant reporting, and compliance purposes. Provide administrative support to legal teams as needed, including assisting with client signatures and handling immigration-related documents in accordance with established procedures. Participate in team meetings and monthly all-staff meetings. Participate in training and professional development opportunities as assigned or required. Assist unscheduled walk-in clients as needed. Perform other duties and special projects as assigned. Serve as backup for coordinating interpreter requests. Serve as backup for coordinating translation requests. Provide backup coverage for the Intake line as needed. Qualifications | Knowledge, Skills & Abilities: High school diploma or equivalent. Previous experience in professional administrative support, reception/front desk operations, or customer service. Fluency in spoken and written Spanish and English is required. Experience in a legal-services environment preferred; nonprofit or other client-facing professional office experience is also valuable. Experience with LegalServer and/or other timekeeping or case management systems preferred. Experience working with immigrant and refugee communities or other culturally diverse communities. Familiarity with community resources and referral networks serving immigrant and refugee communities. Proficiency with Microsoft Office applications, including Word, PowerPoint, Excel, Outlook, Teams, and SharePoint. Ability to quickly learn and navigate database programs used to manage client and contact information. Strong attention to detail, organization, and time-management skills, with the ability to prioritize multiple tasks and consistently meet deadlines. Experience using office equipment such as copiers, scanners, and multi-line phone systems. Excellent interpersonal, verbal, and written communication skills, with a strong customer-service orientation, active listening skills, and the ability to build positive relationships with clients, partnering agencies, board members, volunteers, independent contractors, and staff. Ability to work independently, solve routine problems, and exercise sound judgment. Proactive and reliable work style, with a strong sense of ownership and urgency. Ability to work collaboratively as a supportive and proactive team member. Ability to remain calm, patient, and professional when assisting clients in high-volume, stressful, or sensitive situations and to follow established escalation and de-escalation procedures when appropriate. Commitment to maintaining confidentiality and handling sensitive information appropriately. Commitment to serving low-income immigrant and refugee communities and working respectfully with people from diverse economic, cultural, and ethnic backgrounds.