Customer Service Associate Lead

The Client Services Associate will help to elevate the office experience by providing personalized, client-centric services and administrative support. The individual will work proactively with Experience Team to provide general facilities, office support and hospitality services. This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications.
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.
Duties and Responsibilities:

Client Engagement:
• Greets and welcomes clients, and guests with a friendly and professional demeanor.
• Fosters positive relationships with clients, understanding their unique needs and preferences.
• Proactively engages with clients, offering assistance and ensuring their comfort and satisfaction throughout their day.
• Creates and maintains client preference profile book for personalized service points.
• Executes on surprise and delight programming where applicable helping mold the office culture.

Office Services Coordination:
• Acts as the central point of contact for clients, managing their requests and coordinating various services efficiently.
• Monitors and maintains client service requests, ensuring timely follow-up and resolution.
• Oversee mailroom, shipping and receiving, office services, logistics, inventory, and workplace support functions.
• Handling document management, including copying, scanning, printing, binding, and being able to thrive in high volume reprographic projects.

Workspace Management:
• Performs regular floor walks to ensure floor supports are well-stocked, and all common areas are clean and orderly.
• Prepare and maintain offices and other workspaces for new hires, office moves, and departures. Maintains checklist of details that need to be addressed for all visitors. Follow up with each function to ensure all details have been handled.
• Install office signage for new employees, visitors, and others
• Have a thorough knowledge of departmental and Firm procedures. Follow all policies and guidelines.
• Meets and gives directions to evening contractors as needed under overall direction of the Office Manager or Client Services Supervisor
• Ensures all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy.
• Ensure common areas are neat, organized, and welcoming, including the reception area and client lounges.
• Monitors and restocks supplies, such as beverages and reading materials, and ensure a well-maintained ambiance.
• Hand delivers office supplies to client desks.
• Provide client support for document scanning.

Feedback Collection:
• Solicits and gathers feedback from clients to continuously improve the client experience and services.
• Analyzes feedback data to implement improvements and enhance client satisfaction.

Emergency Response:
• Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
• Acts as a point of contact in emergency situations, ensuring clients' safety and well-being.

Qualifications:

• High school diploma or equivalent is required. Associate or bachelor's degree preferred, in hospitality a plus.
• Proven work experience in a client-facing role in a corporate or hospitality setting.
• Strong communication, interpersonal, and problem-solving skills.
• Professional appearance and demeanor.
• Ability to maintain confidentiality and discretion.
• Tech-savvy with the ability to adapt to various software and systems.
• Flexibility to work in a fast-paced and dynamic environment.
• Customer service or hospitality certification is a plus.
• Ability to be creative, problem solve and deliver strong results.
• Self-motivated, organized, and proactive.
• Strong organizational and collaboration skills.
• Ability to effectively prioritize and executes under pressure.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.
Physical Demands:
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 50 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.