CLIENT SERVICES ASSISTANT JOB DESCRIPTION

• Must be able to work a flexible, full-time work schedule
• Must have a valid and current driver license & working vehicle (not required in New York or Denver)
• Must have proof of automobile insurance
• Must exhibit excellent people skills, with a friendly, welcoming personality
• Must have the ability to work well with others and be a team player
• Previous customer service experience required
• Supervisory skills preferred
• Demonstrate strong leadership and organizational skills
• Computer experience, including Microsoft Office and Google Suite

• Serve as Assistant Manager to the Client Services Manager (CSM), be prepared and able to fill in during absences with a minimum of support from a remote backup CSM
• General facility management, responsible for helping to maintain equipment/technology, including copier, printers, laptops, telephones, recording equipment, L&E video streaming, server and other computers in workroom, Focus Vision, internet access, projectors/screens, TV monitors, Polycom speaker phone. Inform the CSM of any issues with this equipment
• Answering telephones, route direct database questions, answer general respondent questions, provide directions, transfer calls to appropriate staff members, mail and shipments received
• Cover reception desk when CSR’s are not on duty, greet all visitors to L&E facilities, determine reason for visit, and take action accordingly
• Assist the CSM in maintaining the facility, including ensuring CSR team keeps facility clean and organized, keep facility clear of clutter and up-to-date, ensure building cleaning crew is doing their job, keep storage room organized and notify CSM of any issues
• Help ensure office safety, monitoring entry into the office space, keep valuables and money secured, monitor uninvited guests, collaborate with CSM to remove and repair broken furniture equipment
• Assist CSM with maintaining inventory of all supplies and reorder/purchase when needed, this includes all office supplies, L&E specific items, food and beverage needs, kitchen supplies, facility supplies, flowers for front desk and back rooms, water cooler refills
• Shipping management, shipping items as directed by clients and staff, keep stock of FedEx supplies, other shipping supplies
• Documentation support - i.e., monitor and help to implement current policies and procedures with all CSR staff
• Take the lead in training new CSRs, under the guidance of the CSM, coordinating training schedules with upcoming projects and helping to ensure the progress of new CSR trainees by leading through example
• Create, update and maintain Client Workbooks under direction of the CSM
• Assist the CSM in collecting information from the clients and Project Managers to create the Day of Needs and ensure staff preparedness for upcoming projects
• Participate in projects regularly, setting the example for the team; handle typical CSR duties, both customer service and administrative, including food orders, re-plating food, serving clients and cleanup; take an active role in creating the Nightly Report for such projects
• Assist with shopping for client and respondent food, project supplies and facility needs, using your own vehicle (mileage will be paid)
• Other duties as required by the CSM