Client Service Supervisor

SPS-North America•New York, NY

5d•$24 - $26•Onsite

About The Position

The Client Services Supervisor leads the Lobby Concierge team and supports Messenger Center operations to ensure an exceptional tenant and visitor experience. This hands-on leadership role oversees daily operations, staff performance, and service delivery while maintaining strong partnerships with building management and internal teams. The ideal candidate is organized, service-driven, and thrives in a fast-paced, high-visibility environment.

Requirements

3+ years of experience in client services, hospitality, or operations
Prior supervisory experience managing 5–10 employees
Strong customer service and relationship-building skills
Excellent written and verbal communication
Highly organized, detail-oriented, and able to multitask in a high-volume setting
Strong computer proficiency
High School Diploma required

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

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 in PayCom 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.