Lead Service Specialist

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best. The Lead Service Specialist provides elevated concierge-style hospitality and service support across assigned floors and client spaces, ensuring a seamless experience for guests, meetings, and events. This role operates with a high degree of independence while coordinating daily hospitality tasks, room setups, and service requests, and serves as a liaison between clients, internal teams, and facilities support. Reporting to the CRM or CRD, this position is non-exempt and may support the training and guidance of new team members. ROLES & RESPONSIBILITIES: Deliver elevated, concierge-style service experiences for clients, guests, and internal stakeholders. Independently coordinate daily hospitality operations, including meeting room scheduling, setup, and breakdown. Conduct regular floor walkthroughs to ensure conference rooms and visitor offices are clean, organized, and fully stocked. Lead execution of event and meeting room setups based on client specifications and service standards. Monitor and respond to service and resource request systems, ensuring timely fulfillment of all requests. Utilize event planning and workplace service software tools to manage scheduling, tracking, and coordination activities. Provide on-the-ground technical coordination by partnering with IT for equipment setup, troubleshooting, and incident escalation. Escort clients to meeting spaces and ensure all required materials, amenities, and support are in place. Serve as a liaison between guests and internal staff to facilitate communication and service delivery. Communicate facility and hospitality needs, including inventory levels and repair requests, to Facilities and support teams. Assist management with onboarding and training of new hospitality staff on service standards and procedures. Track, compile, and report operational and service metrics to management and client stakeholders. KNOWLEDGE, SKILLS & ATTRIBUTES: Strong hospitality and customer service mindset with a focus on “concierge-level” experience delivery. Ability to work independently, prioritize tasks, and manage multiple requests in a fast-paced environment. Working knowledge of meeting room technology, AV setups, and basic IT troubleshooting escalation processes. Proficiency in workplace service platforms, scheduling tools, and Microsoft Office applications. Strong communication skills with the ability to interact professionally with clients, executives, and internal teams. High attention to detail in room setup, inventory management, and service execution. Strong organizational and time-management skills with the ability to adapt to shifting priorities. Ability to act as a liaison and problem-solver across multiple departments. Comfortable tracking operational metrics and communicating performance data to leadership. Professional demeanor with a proactive, solution-oriented approach to guest service. QUALIFICATIONS: Education: High school diploma or equivalent required; college degree preferred or equivalent experience in hospitality, facilities support, or customer service environments. Experience: 2–3 years of experience in hospitality, workplace services, facilities coordination, or event support, preferably in a corporate or client-facing environment. Technical Skills: • Proficiency in Microsoft Office (Outlook, Word, Excel, Teams) • Experience with service request or ticketing systems • Familiarity with meeting room scheduling and event coordination tools • Basic understanding of AV/IT meeting equipment setup and troubleshooting workflows The Compensation range for this role is up to 21.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications. All eligible employees receive access to a comprehensive benefits package, including: Medical insurance Dental insurance Vision insurance 401(k) retirement plan Paid Time Off (PTO) Opensity is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity. Respect We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions. Accountability We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community. Collaboration We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment. Follow Us: LinkedIn