Lead Receptionist

About the role

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey. The Receptionist Lead delivers exceptional customer service for our clients.

Responsibilities

• Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
• Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately escalate operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• Produce required reports on schedule
• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
• Assess incoming requests selecting the best equipment and/or resources for successful completion
• Make sure team follows standard operating procedures.
• Train new employees on policies and procedures.
• Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations
• Ensure a seamless and personal guest journey
• Escort guests to their booked meeting room within the building, informing the host of the guest’s arrival
• Understand customer’s needs and provide them with 5 Star professional service.
• Attend to