Client Service Associate

About the Role

The Client Services Associate is vital in providing professional and customer-focused mail and package services to students, faculty, staff, and university departments. This role supports daily mailroom operations, including receiving, sorting, processing, tracking, and distributing mail and packages.

Responsibilities

• Receive, sort, scan, and process incoming mail and packages from carriers like USPS, UPS, FedEx, Amazon, DHL, and others.
• Verify package information, enter tracking details, and ensure compliance with procedures.
• Notify recipients of available mail and packages via tracking and notification systems.
• Assist with inquiries related to mail, package pickups, deliveries, and shipment concerns.
• Verify recipient identification and obtain signatures for secure mail and package release.
• Maintain records of mail, package movement, deliveries, and customer interactions.
• Prepare outgoing mail and packages by sorting, labeling, weighing, and completing shipping documentation.
• Keep the mailroom, warehouse, and storage areas organized, clean, and secure.
• Follow security protocols, chain-of-custody requirements, and mail-handling procedures.
• Resolve package discrepancies, misdirected items, and customer service issues.
• Communicate professionally with university representatives, delivery drivers, coworkers, and management.
• Assist with inventory management, supply replenishment, and administrative duties.
• Support additional operational assignments for efficient service delivery.

Qualifications

• High school diploma or GED required.
• Preferred experience in customer service, mail services, shipping/receiving, warehouse operations, or related field.
• Strong verbal and written communication skills.
• Basic computer proficiency (data entry, email, package tracking systems).
• Ability to multitask with accuracy and professionalism.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively.
• Commitment to confidentiality, accountability, and customer service.

Physical Requirements

• Stand and walk for extended periods.
• Lift, carry, push, and move packages up to 50 pounds (with or without accommodation).
• Bend, reach, and perform repetitive mail processing and package handling tasks.

Core Competencies

• Customer Service Excellence
• Attention to Detail and Accuracy
• Communication and Professionalism
• Time Management and Organization
• Teamwork and Collaboration
• Accountability and Reliability
• Problem-Solving and Initiative
• Safety and Security Compliance

Work Environment

This role operates in a university mail services environment, involving regular interaction with students, faculty, staff, vendors, and delivery personnel. The associate must thrive in a fast-paced setting while maintaining service standards, safety practices, and operational procedures.

Benefits

• Career growth opportunities and skill development.
• Learning and development programs.
• Recognition programs for all employee levels.
• Paid Time Off (PTO): Minimum 80 hours/year for full-time; 1 hour for every 30 hours worked for part-time/temporary (may increase with tenure/account).
• Bonuses for employee and client referrals.
• Benefit offerings include Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k with matching, and Entertainment Discounts.
• Note: Benefit offerings may vary by role and hours worked; inquire with HR for details.

About SPS
SPS is a global workplace solutions company operating in over 20 countries, providing workplace support, mailroom solutions, intelligent document processing, and other business services. Clients include leading organizations in banking, insurance, legal, higher education, and Fortune 500 companies. SPS is committed to diversity, equity, and inclusion, offering equal employment opportunities and reasonable accommodations for individuals with disabilities.