Client Service Supervisor

SPS-North America•New York, NY

10h•$28 - $31

About The Position

• 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.

Requirements

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.
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.
High School Diploma (or equivalent) required.
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.
Driven by client satisfaction, with proven track record of diplomacy and ownership.
Strong integrity, solid business ethics.
Strong team approach to account management.
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.

Nice To Haves

Bachelor’s Degree or higher preferred.
Industry related experience a plus.

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 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.

Benefits

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.

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