Lead Client Services Associate

About the role

The Lead Client Services Associate provides exceptional oversight and administration of office and mail services, delivering operational functions in the following areas: processing of inbound/outbound mail, distributing/delivering of mail, shipping and receiving product and supplies to support onsite business service center, replenishing/organizing/ordering office supplies (pens, paper, toner), insuring copy/print machines are functional and stocked, serving as a backup to the front of office (reception/concierge), and providing light maintenance/cleaning.

This position leads (with direction on supervisor) the client services onsite. Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Responsibilities

• Provides 5-star customer service to all employees (in all forms of communication).
• Receives inbound mail/packages and sorts incoming mail and inputs into chain of custody software package.
• Manages outgoing mail/package transactions.
• Performs duties associated with shipping and receiving of materials.
• Notifies employees upon receipt of inbound deliveries.
• Distributes mail/packages to company personnel.
• Acts as point of contact for company personnel on mail/package inquiries.
• Performs daily key ops of convenience multi-function devices (ensuring functionality, replenish toner/paper).
• Submit work orders for certain requests.
• Service and replenish the barista, pantry, conference, kitchen, or meetings areas.
• Will perform meeting room and conference room set ups.
• Might perform building occupant moves within assigned facilities.
• Will perform light maintenance and cleaning duties as assigned.
• Maintains the Business Service Center area in a neat and orderly fashion.
• Maintains the level of office supplies on the floor, and replenishes and orders accordingly.
• Assists with copy/print orders and/or monitors the copy/print equipment for satisfactory functionality.
• Proactively seeks out additional work during downtime.
• Serves as a liaison between clients and internal teams.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and provides guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) coverage as needed.
• Assigns tasks to team members.
• Determines the completion timeline and monitor progress to keep the project on track and on schedule.
• Communicates clear instructions to team members.
• Creates and distributes reports to update the company on the team’s progress.
• Works in conjunction of supervisor to determine day-to-day operational needs at site.

Qualifications

• High School Diploma (or equivalent) required.
• 2+ years prior work experience preferred.
• 1+ year of lead experience preferred, or the equivalent of professional experiences.
• Ability to work assigned work hours determined by manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal communication skills.
• Current knowledge or ability to learn computer-based systems required for functions of position.
• Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions.
• Possesses ability to work independently and capable of completing projects.
• Possesses ability to determine correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials.