Customer Service Associate Lead

The Client Services Associate will help to elevate the office experience by providing personalized client-centric services and administrative support. The individual will work proactively with Experience Team to provide general facilities office support and hospitality services. This team member will serve as a one-stop shop and ensure all requests are completed to client specifications.
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.
Duties and Responsibilities:

Client Engagement:
Greets and welcomes clients and guests with a friendly and professional demeanor.
Fosters positive relationships with clients understanding their unique needs and preferences.
Proactively engages with clients offering assistance and ensuring their comfort and satisfaction throughout their day.
Creates and maintains client preference profile book for personalized service points.
Executes on surprise and delight programming where applicable helping mold the office culture.

Office Services Coordination:
Acts as the central point of contact for clients managing their requests and coordinating various services efficiently.
Monitors and maintains client service requests ensuring timely follow-up and resolution.
Oversee mailroom shipping and receiving office services logistics inventory and workplace support functions.
Handling document management including copying scanning printing binding and being able to thrive in high volume reprographic projects.

Workspace Management:
Performs regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.
Prepare and maintain offices and other workspaces for new hires office moves and departures. Maintains checklist of details that need to be addressed for all visitors. Follow up with each function to ensure all details have been handled.
Install office signage for new employees visitors and others
Have a thorough knowledge of departmental and Firm procedures. Follow all policies and guidelines.
Meets and gives directions to evening contractors as needed under overall direction of the Office Manager or Client Services Supervisor
Ensures all printers are functioning stocked with paper and all unclaimed print jobs are secured or discarded per office policy.
Ensure common areas are neat organized and welcoming including the reception area and client lounges.
Monitors and restocks supplies such as beverages and reading materials and ensure a well-maintained ambiance.
Hand delivers office supplies to client desks.
Provide client support for document scanning.

Feedback Collection:
Solicits and gathers feedback from clients to continuously improve the client experience and services.
Analyzes feedback data to implement improvements and enhance client satisfaction.

Emergency Response:
Is familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.
Acts as a point of contact in emergency situations ensuring clients safety and well-being.

Qualifications:

High school diploma or equivalent is required. Associate or bachelors degree preferred in hospitality a plus.
Proven work experience in a client-facing role in a corporate or hospitality setting.
Strong communication interpersonal and problem-solving skills.
Professional appearance and demeanor.
Ability to maintain confidentiality and discretion.
Tech-savvy with the ability to adapt to various software and systems.
Flexibility to work in a fast-paced and dynamic environment.
Customer service or hospitality certification is a plus.
Ability to be creative problem solve and deliver strong results.
Self-motivated organized and proactive.
Strong organizational and collaboration skills.
Ability to effectively prioritize and executes under pressure.
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 50 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.

Compensation:
The expected compensation is an estimate and the final offer will depend on skills experience location and other job-related factors.

Vacancy Status:
This posting is for an existing vacancy.

Pay Range

$23 - $25 USD

WHAT WE OFFER

• 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.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical Dental Vision HCFSA DCFSA HSA Commuter Transit and Parking Pre-Tax Plans 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 and Entertainment Discounts.
  • 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.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America we help clients enhance workplace experiences and business operations through services including workplace support physical and digital mailroom solutions intelligent document processing reception and concierge services and other business support offerings.

Our clients include leading organizations across banking insurance legal higher education professional services and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people applicants and employees by promoting a culture of access inclusion equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex sexual and reproductive health choices national origin age disability genetics military status gender identity or expression sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen assess or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability you may request an accommodation at any time.

To view our privacy policy click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application by hitting Submit Application you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or if you are employed by SPS can be grounds for immediate termination from this company.

Required Experience:

IC