Internal Messenger Lead

SPS North America•New York, NY

9d•$18 - $18•Onsite

About The Position

The Internal Messenger Lead manages the messenger department’s day-to-day operations, leads staff and backfills, and ensures high-quality internal service and customer experience. The role oversees mail and package deliveries, delivery records, schedules and time off, training, employee coaching and documentation, and regular reporting to management. The lead also handles tenant requests, coordinates with internal service departments, maintains department procedures and operational plans, and ensures equipment is operational. The role includes performing Client Service Associate messenger functions: sorting, scanning, recording, routing, and delivering mail and packages; securing recipient signatures; and contacting courier companies about delivery status. It also includes maintaining the Business Service Center, monitoring and ordering office supplies, and providing reception, concierge, or hospitality coverage as needed. The position requires strong organization, attention to detail, multitasking, communication, customer service, and the ability to work independently. It involves physical handling and movement of packages and local travel on foot or by public transportation.

Requirements

High school diploma or equivalent required.
Ability to lead a team of staff and backfills.
Willingness to learn all aspects of the job; self-motivated and able to adapt to changes.
Clear and effective verbal and written communication skills.
Strong customer service skills and ability to handle high volumes of internal and external guests.
Organized and detail-oriented, with strong time-management skills and ability to multitask.
Computer savvy; current knowledge of or ability to learn computer-based systems required for the role.
PC skills, including experience with Microsoft Office Suite.
Working knowledge of MFD equipment.
Knowledge of shipping and receiving procedures and ability to comprehend instructions.
Ability to work independently and complete projects.
Analytical and problem-solving abilities.
Ability to work assigned hours as determined by the manager.
Maintain a professional appearance and attitude and adhere to all policies and procedures.
Physical ability to grasp, lift, carry, or move packages on a standard wheeled cart with a 60-pound load capacity.
Ability to frequently lift or move 40 pounds or greater.
Ability to walk, bend, kneel, stand, or sit for extended periods and move efficiently between inter-office locations.
Manual dexterity to operate office machinery such as phones, copy machines, and binding equipment.
Ability to communicate and discern information using vision, hearing, and oral and written comprehension.
Ability to travel locally on foot or by public transportation.

Nice To Haves

Two or more years of prior work experience preferred.

Responsibilities

Manage the messenger team and oversee daily department operations.
Perform all Client Service Associate functions in the messenger department.
Ensure department policies and procedures are followed and tenants receive high-level customer service.
Become familiar with internal service departments, including the Building Office, Security Department, and delivery locations.
Follow up on employee requests and adapt to new information and changes.
Manage team schedules and time off, and arrange coverage for call-outs and scheduled PTO.
Ensure employees’ PayCom timecards are accurate and ready for approval on Fridays.
Train and coach new staff and backfills; provide feedback on backfills and ensure required acknowledgements are completed.
Counsel employees when necessary, maintain records of events, and issue written warnings when appropriate.
Maintain communication with the team, manager, and Building Office.
Follow Brookfield and SPS documentation and procedures.
Provide monthly messenger delivery volume reports and weekly reports of incidents such as client complaints, employee challenges, and system failures.
Respond to tenant-related requests and inquiries.
Keep MSA and IOffice equipment operational and report technical issues.
Update the operations manual and continuity plan as needed.
Order uniforms for new hires after 90 days and maintain a clean uniform during shifts.
Conduct yearly performance reviews.
Provide five-star customer service to employees and clients through all forms of communication.
Rough- and fine-sort incoming courier mail, record and scan deliveries, and sort items by delivery route.
Deliver mail and packages promptly, obtain recipient signatures, and contact courier or messenger companies about delivery status.
Respect privacy rules and do not tamper with packages or documents.
Maintain a neat and orderly Business Service Center; monitor, replenish, and order office supplies.
Seek additional work during downtime and build professional relationships with customers and other teams.
Maintain professionalism and composure when interacting with employees.
Determine when additional support is needed for sensitive inquiries.
Provide reception, concierge, or hospitality coverage as needed.
Validate packing slips and determine appropriate packing methods and materials for incoming and outgoing items.

Benefits

Career growth opportunities and the opportunity to learn or use a variety of skills.
Learning and development opportunities.
Employee recognition programs.
Paid time off; full-time employees receive a minimum of 80 hours per calendar year, with amounts potentially increasing based on tenure or account.
Employee and client referral bonuses are available to current employees.
Medical, dental, and vision coverage.
HCFSA, DCFSA, and HSA.
Commuter transit and parking pre-tax plans.
Supplemental life insurance, life insurance, accident insurance, critical illness insurance, hospital indemnity, and short-term disability.
Legal program and identity theft protection.
Pet discounts and pet insurance.
Group home and auto insurance.
Employee assistance program (EAP).
Education discounts.
401(k) with matching.
Entertainment discounts.