Client Service Supervisor

Client Services Supervisor

Job Qualification: Ability to lead a team of staff and backfills. Possess the willingness to learn all aspects of the job. Self-Motivator. Communicate clearly and effectively (verbal and writing). Ability to go above and beyond when necessary. Must be organized and detail oriented. Able to multi-task and handle high volume of both internal and external guests. Must have strong customer service skills. Must be computer savvy.

Job Description:

• Manage a team and oversee the day-to-day operation in the Lobby Concierge department and assist Site Messenger Lead with the messenger center operation when needed.
• Execute all functions of the Client Service Associate.
• Ensure Policies and procedures are always being followed and enforced.
• Ensure that everyone provides tenants and visitors with high level customer service.
• Familiarize oneself with internal service departments such as the Building Office, Security Department, Delivery locations etc.
• Follow up on employee requests and make sure they are carried out in their entirety; eagerness to learn new information and adapt to changes as they arise.
• Manage the team’s schedule and time off.
• Arrange coverage when there is a call-out or schedule Pay Time Off (PTO).
• Ensure employee’s timecard is accurate and approved by end of day on Fridays.
• Train and coach new staff and backfill.
• Counsel employees when necessary and keep record of event.
• Issue warnings to employee when necessary.
• Maintain good communication with Team, Manager and Building office.
• Responsible for all Brookfield and SPS documentation and procedures.
• Provide Quarterly reports / QBR to Manager on Visitor Center and Messenger.
• Coordinate team’s schedule and request floater when someone is out.
• Arrange coverage for after-hours tenant event.
• Execute tenant related requests and inquiries.
• Liaison between Tenant and Visitors.
• Update the ops manual and continuity plan as needed.
• Ensure all backfills and new hire signs off on the Rule of Conduct, Call out and PTO request sheet.
• Provide feedback on Backfills to FSS coordinators.
• Order uniforms for new hire after 90 days.
• Keep uniform clean during the shift; making sure you submit items for cleaning on a specific day of the week for pick-up; Inform the dry-cleaning vendor of any issue with uniforms (Ex. Missing buttons).
• Keep track of weekly uniform dry cleaning.
• Execute yearly performance review.
• Provide coverage for building management office reception as needed.
• Report all injury incident to Building Office and SPS management.
• VIP Greeter- Required to greet VIP visitors and expedite their process through the turnstiles.

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude and appearance. 
• Good organizational skills. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred. 
• Minimum of 3+ years of experience in high level relationship building and operational management. 
• Previous management/ supervisor experience overseeing 5-10 employees. 
• Ability to build business relationships and interact effectively with “C” level executives. 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics. 
• Strong team approach to account management. 

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.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

Travel: Some local travel is required for this position. Approximately up to 25%. 

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. 

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!
• 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, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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 applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.