Workplace Experience Support Specialist Senior

RSM•Cleveland, OH

7h•Onsite

About The Position

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM. The Workplace Experience Support Specialist Senior delivers the office location workplace experience for colleagues. This position is responsible for supporting daily office operations such as visitor management, safety, hospitality experiences, reception (including answering multiline telephone systems for a single location or multiple locations) and facilities coordination in accordance with workplace experience support playbooks and firm policies and guidelines. The workplace experience support specialist senior provides best-in-class hospitality experiences for internal and external clients. Ensures the location is safe, well-maintained, and clean. Be responsible for interaction with building management and vendors. This position oversees maintenance of office equipment and supplies, including furniture, phones (excluding cellphones), security cards, and the ordering and replenishing of office supplies. Facilitate and/or lead any office moves/remodels as needed. Look to streamline and improve inefficient processes. Also, provide assistance to other areas of ESS, performing and working on intermediate to advanced projects or requests. Act as a liaison to the office/market leader for anything related to workplace experience support as needed. The workplace experience support specialist senior supports the effort in sustaining and energizing a local culture that supports positive connection with the larger firm through internal and client-facing activities that enhance the RSM experience. Act in the workplace experience support manager’s or supervisor’s absence when required. Work with building management to maintain updated information related to building security, including workplace health and safety team and/or emergency evacuation team, environmental sustainability efforts, forms and documents required from the landlord, special requests for our space and maintenance issues. Reconcile monthly billing of parking and extra services provided by the landlord. Perform daily walk-throughs of the location to manage and resolve facility requests and issues. Leverage and deliver on services and procedures outlined in the workplace experience support playbook and suggest playbook enhancements/updates as needed. Follow up with affected employees and escalate urgent or high importance matters to the workplace experience support supervisor or manager. Participate as a key team member in office operations and facilities projects, including real estate projects (i.e., remodel, office relocation, equipment moves). Research and recommend to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed. Coordinate and oversee maintenance of the office space, including carpet maintenance, security system, air-conditioning, plant service, furniture repairs, appliances, office equipment and AED devices. Audit the service invoices for accuracy and submit to accounts payable for processing. Purchase and maintain inventory of office supplies and equipment by monitoring supply quantity and replenishing materials before depletion. Determine if supplies should be purchased directly from an approved vendor or research other vendors to ensure cost efficiency to stay within budget. Maintain vendor relationships, process payments, and track total spending. Ensure that all supplies are ordered in compliance of national programs. Review charges on firm-issued purchasing card for accuracy and reconcile in a timely manner. Report trends from frequent requests to the workplace experience support supervisor or manager and inform them of necessary projects that would be cost beneficial to the firm. Review employee logs regularly to prepare for new hires, transfers, or departures. Lead new hire/intern onboarding process following the guidelines outlined in the ESS orientation toolkit. Provide new hires/interns/transfers with all necessary office needs. Train new employees on building procedures, local office policies and use of equipment and systems. Partner with HR to deactivate/collect access badges and any other items belonging to the firm when there is an employee departure. Collect and return any departing employee items as needed. Monitor ServiceNow regularly to check for incoming workplace experience support requests and acknowledge/fulfill those requests in a timely manner. Provide routine support and guidance, as necessary, in one or more of the following areas: Handle mail services, including distribution of mail, UPS, FedEx, and other packages. Coordinate courier services, research, and resolve any issues with packages that are improperly addressed or packaged, and assist employees with mailing needs. Be responsible for print, bind, scan and copy jobs for the business. Locate and check out client files, maintain client records and documents, order files from the off-site storage facility per the workplace experience support playbook and firm record retention procedures. Ensure that all visitor management and reception activities are supported, demonstrating quality customer service. Keep track of all visitors and visitor access badges in the national visitor log. Lead meeting and event coordination, including catering request orders, setup/cleanup, conference room reservations and audio-visual equipment support. Serve as a subject matter professional and resource for staff who have questions regarding office policies and procedures.

Requirements

High school diploma or GED
Associate degree or 2+ years of experience in related field required
Ability to communicate, effectively with a diverse audience
Intermediate to Advanced Microsoft Office skills, ability to learn programs/software utilized by the firm and train others as needed
Demonstrates a working knowledge of tools, resources and technology required with assigned responsibilities
Excellent people skills
Strong grammar and proofreading skills and experience
Effective organization, prioritization and time management skills, and strong attention to detail
Ability to prepare presentations including charts, graphics and tables, speaker notes and handouts, etc.
Ability to balance multiple tasks and projects
Advanced knowledge of facilities management
Ability to lift up to 40 lbs. and stand on your feet for an extended period of time
Must be punctual and able to adapt to changing schedules
Ability to convey instructions clearly and concisely and be responsive when required
Maintains professionalism in demeanor, conversation and dress
3+ years of experience in a related field or area
Ability to handle multiple tasks effectively and efficiently
Has the ability to respond positively to changing circumstances, seeks and implements change to drive business improvement and serves as a model of the change
Works collaboratively with workplace experience support supervisor/manager to ensure coverage across the enterprise particularly during peak times
Works collaboratively with workplace experience support leadership to provide input and support during the business planning process

Nice To Haves

Prior experience in professional services is a plus
Prior experience in a professional office environment
Certification in any facilities related trade

Responsibilities

Supporting daily office operations such as visitor management, safety, hospitality experiences, reception (including answering multiline telephone systems for a single location or multiple locations) and facilities coordination in accordance with workplace experience support playbooks and firm policies and guidelines.
Providing best-in-class hospitality experiences for internal and external clients.
Ensuring the location is safe, well-maintained, and clean.
Being responsible for interaction with building management and vendors.
Overseeing maintenance of office equipment and supplies, including furniture, phones (excluding cellphones), security cards, and the ordering and replenishing of office supplies.
Facilitating and/or lead any office moves/remodels as needed.
Streamlining and improving inefficient processes.
Providing assistance to other areas of ESS, performing and working on intermediate to advanced projects or requests.
Acting as a liaison to the office/market leader for anything related to workplace experience support as needed.
Supporting the effort in sustaining and energizing a local culture that supports positive connection with the larger firm through internal and client-facing activities that enhance the RSM experience.
Acting in the workplace experience support manager’s or supervisor’s absence when required.
Working with building management to maintain updated information related to building security, including workplace health and safety team and/or emergency evacuation team, environmental sustainability efforts, forms and documents required from the landlord, special requests for our space and maintenance issues.
Reconciling monthly billing of parking and extra services provided by the landlord.
Performing daily walk-throughs of the location to manage and resolve facility requests and issues.
Leveraging and deliver on services and procedures outlined in the workplace experience support playbook and suggest playbook enhancements/updates as needed.
Following up with affected employees and escalate urgent or high importance matters to the workplace experience support supervisor or manager.
Participating as a key team member in office operations and facilities projects, including real estate projects (i.e., remodel, office relocation, equipment moves).
Researching and recommending to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed.
Coordinating and overseeing maintenance of the office space, including carpet maintenance, security system, air-conditioning, plant service, furniture repairs, appliances, office equipment and AED devices.
Auditing the service invoices for accuracy and submit to accounts payable for processing.
Purchasing and maintaining inventory of office supplies and equipment by monitoring supply quantity and replenishing materials before depletion.
Determining if supplies should be purchased directly from an approved vendor or research other vendors to ensure cost efficiency to stay within budget.
Maintaining vendor relationships, process payments, and track total spending.
Ensuring that all supplies are ordered in compliance of national programs.
Reviewing charges on firm-issued purchasing card for accuracy and reconcile in a timely manner.
Reporting trends from frequent requests to the workplace experience support supervisor or manager and inform them of necessary projects that would be cost beneficial to the firm.
Reviewing employee logs regularly to prepare for new hires, transfers, or departures.
Leading new hire/intern onboarding process following the guidelines outlined in the ESS orientation toolkit.
Providing new hires/interns/transfers with all necessary office needs.
Training new employees on building procedures, local office policies and use of equipment and systems.
Partnering with HR to deactivate/collect access badges and any other items belonging to the firm when there is an employee departure.
Collecting and returning any departing employee items as needed.
Monitoring ServiceNow regularly to check for incoming workplace experience support requests and acknowledge/fulfill those requests in a timely manner.
Handling mail services, including distribution of mail, UPS, FedEx, and other packages.
Coordinating courier services, research, and resolve any issues with packages that are improperly addressed or packaged, and assist employees with mailing needs.
Being responsible for print, bind, scan and copy jobs for the business.
Locating and check out client files, maintain client records and documents, order files from the off-site storage facility per the workplace experience support playbook and firm record retention procedures.
Ensuring that all visitor management and reception activities are supported, demonstrating quality customer service.
Keeping track of all visitors and visitor access badges in the national visitor log.
Leading meeting and event coordination, including catering request orders, setup/cleanup, conference room reservations and audio-visual equipment support.
Serving as a subject matter professional and resource for staff who have questions regarding office policies and procedures.

Benefits

At RSM, we offer a competitive benefits and compensation package for all our people.
We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.
Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume