Lead Service Specialist

Opensity Solutions is the largest tech-enabled managed services organization serving leading law firms, financial institutions, and professional services firms. We provide integrated operational platforms, automation, and advisory services that enable clients to modernize operating models, reduce cost, and accelerate growth.

About the role

The Lead Service Specialist provides elevated concierge-style hospitality and service support across assigned floors and client spaces, ensuring a seamless experience for guests, meetings, and events. This role operates with a high degree of independence while coordinating daily hospitality tasks, room setups, and service requests, and serves as a liaison between clients, internal teams, and facilities support. Reporting to the CRM or CRD, this position is non-exempt and may support the training and guidance of new team members.

Location: Los Angeles, CA

Responsibilities

• Deliver elevated, concierge-style service experiences for clients, guests, and internal stakeholders.
• Independently coordinate daily hospitality operations, including meeting room scheduling, setup, and breakdown.
• Conduct regular floor walkthroughs to ensure conference rooms and visitor offices are clean, organized, and fully stocked.
• Lead execution of event and meeting room setups based on client specifications and service standards.
• Monitor and respond to service and resource request systems, ensuring timely fulfillment of all requests.
• Utilize event planning and workplace service software tools to manage scheduling, tracking, and coordination activities.
• Provide on-the-ground technical coordination by partnering with IT for equipment setup, troubleshooting, and incident escalation.
• Escort clients to meeting spaces and ensure all required materials, amenities, and support are in place.
• Serve as a liaison between guests and internal staff to facilitate communication and service delivery.
• Communicate facility and hospitality needs, including inventory levels and repair requests, to Facilities and support teams.
• Assist management with onboarding and training of new hospitality staff on service standards and procedures.
• Track, compile, and report operational and service metrics to management and client stakeholders.

Requirements

• High school diploma or equivalent required; college degree preferred or equivalent experience in hospitality, facilities support, or customer service environments.
• 2–3 years of experience in hospitality, workplace services, facilities coordination, or event support, preferably in a corporate or client-facing environment.

Skills

• Strong hospitality and customer service mindset with a focus on “concierge-level” experience delivery.
• Ability to work independently, prioritize tasks, and manage multiple requests in a fast-paced environment.
• Working knowledge of meeting room technology, AV setups, and basic IT troubleshooting escalation processes.
• Proficiency in workplace service platforms, scheduling tools, and Microsoft Office applications.
• Strong communication skills with the ability to interact professionally with clients, executives, and internal teams.
• High attention to detail in room setup, inventory management, and service execution.
• Strong organizational and time-management skills with the ability to adapt to shifting priorities.
• Ability to act as a liaison and problem-solver across multiple departments.
• Comfortable tracking operational metrics and communicating performance data to leadership.
• Professional demeanor with a proactive, solution-oriented approach to guest service.

Technical Skills

• Proficiency in Microsoft Office (Outlook, Word, Excel, Teams).
• Experience with service request or ticketing systems.
• Familiarity with meeting room scheduling and event coordination tools.
• Basic understanding of AV/IT meeting equipment setup and troubleshooting workflows.

Physical Requirements

• Ability to lift or move 40 lbs. or greater.
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time.

Pay

The compensation range for this role is $20.00–$23.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience, and qualifications.

Schedule

Monday–Friday (8am–5pm)

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)