Client Service III Representative- Lobby Desk Concierge

Canon Careers•New York, NY

45d•Onsite

About The Position

This role requires advanced proficiency in site operations and procedures, strong communication skills, and the ability to effectively and promptly receive and address client concerns. The impact of this role involves informing supervisors of potential problems, responding to management and client requests, and contributing to a positive customer service experience. Responsibilities include overseeing workflow, managing daily and monthly service activity records, communicating and training the team on changes, and potentially serving as the main point of contact for the client. The role also involves participating in client meetings and formal reporting, acting as an escalation point for onsite concerns, and maintaining the site procedure guide. Depending on the location, duties may extend to Copy/Print Production, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, and File Room/Records File Services. Attending cross-functional trainings for coverage is also a responsibility. The workstyle is Full-Time On Site, requiring full-time presence at the assigned office(s)/worksite(s)/territory.

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.

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.
Strong focus on providing good customer service.
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.
Responsible for 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.