Workplace Experience Lead

Job Title: Lead Concierge Associate 

Reports To: The  Lead Concierge Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview

The  Lead Concierge Associate provides exceptional service and oversight by greeting and assisting all visitors and answering inbound calls. Continuously offers the highest level of service to all corporate employees and their visitors. Maintains a professional image of the company by providing prompt, courteous and efficient service. As an effort to be a cross-trained team player, the receptionist may be called upon to assist in other SPS service areas such as, but not limited to mail/shipping operations, hospitality and general office/facilities work based on operational needs to provide a top tier customer experience. This position leads (with the direction of the 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.

Duties And Responsibilities

• Provides 5-star customer service to all employees (in all forms of communication).
• Welcome guests receive and catalog guest information, and orient new clients.
• Represent SPS and our clients positively in all interactions (in person, on the phone, and over email)
• Oversee the quality of the lobby concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service
• Exhibit a courteous and gracious personality even in stressful situations
• Keep building secure by receiving guests and contacting associated client host, coordinating with Building Security, and managing access levels for clients.
• Troubleshoot issues related to access cards, turnstile, and traffic flow.
• Field questions about bike storage, mail room, loading dock, and other common inquiries
• Direct requests to building maintenance, SPS staff and clients.
• Collaborate with other members of the team who are also responsible for the front desk experience, including cross training other staff on how to effectively handle the day to day operations
• Greet and open the doors (when applicable) for residents, tenants and guests.
• Respond to all requests in a courteous, professional manner at all times
• Answer the front desk phone.
• Arrange for car/limo services when requested.
• Assist with restaurant menus, reviews, recommendations and reservations.
• Provide directions for parks, restaurants, airports, etc.
• Maintain control of all keys, including the logging of keys in and out.
• Announce all visitors to the clients and tenants. Keep all visitors at the front desk until. permission is received from the unit resident/tenant. Exhibit a positive and professional attitude. Be kind and helpful to everyone.
• Escort/assist tenants to and from cars, lobby areas, etc.
• Proactively assist with packages and groceries.
• Provide an additional level of security for the complex.
• Assist with dry cleaning.
• Take resident requests for maintenance services and complete the required documentation.
• Prevent unauthorized written and verbal solicitations throughout the building.
• Take control of the lobby and monitor cameras and the entranceway.
• Maintain a clean and pleasant environment.
• Secure all packages, deliveries, and other appropriate items at the designated area.
• Monitor use and return of carts. Keep appropriate records in the logbook.
• Log in all contractors. Notify the superintendent of any contractors or repairmen in the building
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing 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) or mail/office services (back 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 with the supervisor to determine day-to-day operational needs at the site.
  
  

Competencies

• Strong verbal and written communication skills.
• Excellent customer service skills.
• PC skills MS Office Suite experience.
• Ability to handle multiple tasks simultaneously.
• Good organizational skills.
• Working knowledge of MFD equipment.
• Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions.
• Possesses the ability to work independently and is capable of completing projects.
• Ability to determine the correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials.
  
  

Qualifications And Education Requirements

• High School Diploma (or equivalent) required.
• 2-3 years prior work experience. Strong preference in previous administrative/reception/concierge professional experience.
• 1 year of lead experience preferred, or the equivalent of professional experiences.
• Ability to work assigned work hours determined by the manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal English communication skills.
• A strong task driven personality driven by customer satisfaction.
• Ability to multi-task and prioritize tasks, assignments, and customer needs.
• Current knowledge or ability to learn computer-based systems required for functions of position such as: Multi-phone line systems, PC/Mac systems, MS Office experience, Multifunctional devices (i.e. Copiers/Scanners), Fax/mail machines and/or other devices used in SPS service areas.
• 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 60 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.

Pay Range

$25 — $30 USD

What We Offer

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Full-Time Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
• Part-Time Benefit Offerings: 401k w/ matching, Entertainment Discounts, & Paid Time Off (if eligible).
  
  

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

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SPS-North America Privacy Policy

Salary : $25 - $30