Client Service III Representative- Lobby Desk Concierge

Canon U.S.A., Inc.•New York, NY

46d•$21 - $28•Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, strong communication skills, and the ability to receive and address client concerns effectively and in a timely manner. The representative will be responsible for promptly informing supervisors of potential problems or customer concerns, and responding to management and client requests via various communication channels. A strong focus on providing excellent customer service is essential. The role contributes to the creation of the Site Procedure Guide, oversees workflow and job balance among staff, and ensures tasks are completed within account SLA requirements. Communication and training of team members on workflow or procedure changes are key responsibilities. The representative will manage daily and monthly records on service activity and effectively communicate with clients and staff. In some cases, this role may serve as the main point of contact for the client regarding daily activity and participate in client meetings. The position involves participating in the development, preparation, and presentation of formal reporting to the client and acting as an onsite escalation point for client concerns. Maintaining the site procedure guide is also a responsibility. Depending on the assigned location, responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records File Services. Attending cross-functional trainings for coverage is required, and site responsibility may change based on client and/or division needs. For Reception/Office Services, duties include greeting visitors, answering phone calls, taking messages, scheduling conference rooms, data entry, responding to customer needs, accepting deliveries, and setting up food and beverages for meetings. Copy/binding/copier maintenance may also be included.

Requirements

HS Diploma, GED, or equivalent experience required, plus 2 to 4 years of related experience.
Prior experience in a customer service environment.
Good computer skills/technical knowledge.
Ability to multitask and prioritize in order to meet deadlines.
Good customer service and communication skills.
Ability to work with minimal supervision.
Ability to work OT as needed.
Required to take all necessary steps to obtain security and/or other clearances required by customers to enter the customers' premises.
Ability to lift up to 50lbs.
Ability to spend extended periods of time standing, bending, walking, reaching, and pulling while performing duties.
Must be legally authorized to work in the United States.
All applicants must reside in the United States at the time of hire.
The Company will not pursue or support visa sponsorship.

Nice To Haves

Customer policies and protocols, which may include COVID-19 vaccination and other measures relating to COVID-19.

Responsibilities

Promptly informs supervisor of potential problems or customer concerns.
Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
Responsible for communicating and training team in changes to workflow or procedure.
Oversees and manages daily and monthly records on service activity.
Effectively communicates with the client and staff.
Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
Participates in the development, preparation and presentation of formal reporting requirements to the client.
Point of escalation onsite to address and remediate client concerns.
Responsible for maintaining site procedure guide documenting workflow processes and procedures.
Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
Site responsibility and location of coverage may change based on client and/or division needs.
Performing general front office reception duties such as greeting visitors, answering phone calls, taking messages, scheduling conference rooms, entering data into computer.
Responds to customer needs and requests, accepts deliveries and sets up food and beverages for meetings.
May also be responsible for copy/binding/copier maintenance.