Job Title: Lead Receptionist

Reports To: The Lead Receptionist will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview:

The Lead Receptionist provides exceptional service and oversight by greeting and assisting all visitors and answering inbound calls. Continuously offers the highest level of service to all corporate employees and their visitors. Maintains a professional image of the company by providing prompt, courteous and efficient service. As an effort to be a cross-trained team player, the receptionist may be called upon to assist in other SPS service areas such as, but not limited to mail/shipping operations, hospitality and general office/facilities work based on operational needs to provide a top tier customer experience. This position leads (with the direction of the supervisor) the client services onsite.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

Main Functions:

• Primary function of reception/concierge: answer all calls/correspondences and provide an exceptional customer service experience for all incoming/outgoing visitors. 
• Light facilities/hospitality work: perform hospitality work as needed such as but not limited to assisting customers to open troubleshooting tickets, helping order supplies, stock kitchens/service areas with supplies. May be asked to help set up/ take down conference rooms for meetings/events.
• Mail Service: will be cross trained to assist mail services as needed. This includes, but not limited to sorting/distributing mail, and receiving/ tracking packages.

Duties and Responsibilities:

• Provides 5-star customer service to all employees and visitors (in all forms of communication).
• Answers incoming telephone calls and routes callers to the person who can best assist them.
• Ensures all visitors complete, sign, and understand their responsibility for adhering to the corporation’s Nondisclosure Agreement (NDA).
• Logs visitors into the registration system.
• Activates access for temporary badges for employees who forgot or lost their badge or are experiencing issues with their current badge. 
• Issues facility access cards to employees.
• Answers and properly routes global calls, some confidential in nature, using company -wide switchboard or provide appropriate information to the caller. Calls are to be handled expeditiously, in a professional and businesslike manner while being friendly and using a high standard of customer service. 
• Prioritizes calls and escalates customer service issues to the proper chain of command. 
• Takes initiative to ensure the company phone and speed dial lists are current. 
• Responsible for training a back-up and providing guidance on policies and procedures. 
• Notifies employees upon receipt of inbound deliveries or have the delivery made to the Mail Room as is appropriate.
• Provides light administrative support to staff as directed such as scheduling meeting rooms, ordering catering, and assisting other teams when needed for various tasks (envelope labels, compiling manuals, etc.).
• Follows up on loaned access cards to make sure all are returned and contact Security if the card is not returned by the end of the day.
• Builds professional relationships with customers and other teams. 
• Maintains the reception area in a neat and orderly fashion to include visitor reading materials.
• Service and replenish the barista, pantry, conference, kitchen, or meeting areas.
• Will perform meeting room and conference room set ups.
• Monitors level of office supplies on the floor, and replenishes and orders accordingly.
• Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality.
• Maintains professionalism and composure when interacting with all callers/visitors.
• Strategically determines what additional support is needed when handling sensitive inquiries in person or on the phone. Provides back of office coverage as needed.
• Proactively seeks out additional work during downtime. 
• Assigns tasks to team members.
• Determines the completion timeline and monitors progress to keep the project on track and on schedule.
• Communicates clear instructions to team members.
• Creates and distributes reports to update the company on the team’s progress.
• Works in conjunction with the supervisor to determine day-to-day operational needs at the site.

Competencies:

• Driven by client satisfaction
• Strong integrity, solid business ethics
• Excellent communication skills
• Expert in customer service skills, professional attitude, and appearance
• Good organizational skills
• Ability to maintain confidentiality 
• Strong attention to detail
• Strong aptitude in effectively managing time and on-going tasks 
• Results-oriented
• Works well with people both internal (SPS) and external (assigned client) 
• Fast learner
• Good at following instructions and handling change and/or adverse situations in customer service environments

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. 
• 1-3 years prior work experience. Strong preference in previous administrative/reception/concierge professional experience.
• 1 year of lead experience preferred, or the equivalent of professional experiences.
• Ability to work assigned work hours determined by the manager.
• Excellent organizational and time management skills.
• Analytical abilities and aptitude in problem-solving.
• Superb written and verbal English communication skills.
• A strong task-driven personality driven by customer satisfaction.
• Ability to multi-task and prioritize tasks, assignments, and customer needs.
• Current knowledge or ability to learn computer-based systems required for functions of position such as: Multi-phone line systems, PC/Mac systems, MS Office experience, Multifunctional devices (i.e. Copiers/Scanners), Fax/mail machines and/or other devices used in SPS service areas.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• 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.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.