Client Service Supervisor

Client Services Supervisor New York, New York, United States On-site The Client Services Supervisor leads the Lobby Concierge team and supports Messenger Center operations to ensure an exceptional tenant and visitor experience. This hands‑on leadership role oversees daily operations, staff performance, and service delivery while maintaining strong partnerships with building management and internal teams. The ideal candidate is organized, service‑driven, and thrives in a fast‑paced, high‑visibility environment. Key Responsibilities Manage a team and oversee the day‑to‑day operation in the Lobby Concierge department and assist the Site Messenger Lead with the messenger center operation when needed. Execute all functions of the Client Service Associate. Ensure policies and procedures are always being followed and enforced. Ensure that everyone provides tenants and visitors with high‑level customer service. Familiarize oneself with internal service departments such as the Building Office, Security Department, Delivery locations, etc. Follow up on employee requests and make sure they are carried out in their entirety; show eagerness to learn new information and adapt to changes as they arise. Manage the team’s schedule and time off. Arrange coverage when there is a call‑out or schedule Pay Time Off (PTO). Ensure employee time card in PayCom is accurate and approved by end of day on Fridays. Train and coach new staff and backfill. Counsel employees when necessary and keep record of events. Issue warnings to employees when necessary. Maintain good communication with team, manager, and building office. Responsible for all Brookfield and SPS documentation and procedures. Provide quarterly reports / QBR to manager on Visitor Center and Messenger. Coordinate team’s schedule and request floater when someone is out. Arrange coverage for after‑hours tenant event. Execute tenant related requests and inquiries. Liaison between tenant and visitors. Update the operations manual and continuity plan as needed. Ensure all backfills and new hires sign off on the Rule of Conduct, call‑out and PTO request sheet. Provide feedback on backfills to FSS coordinators. Order uniforms for new hire after 90 days and keep them clean during the shift; submit items for cleaning on a specific day of the week for pick‑up; inform the dry‑cleaning vendor of any issue with uniforms (e.g., missing buttons). Keep track of weekly uniform dry cleaning. Execute yearly performance review. Provide coverage for building management office reception as needed. Report all injury incidents to building office and SPS management. VIP Greeter – greet VIP visitors and expedite their process through the turnstiles. Qualifications 3+ years of experience in client services, hospitality, or operations. Prior supervisory experience managing 5–10 employees. Strong customer service and relationship‑building skills. Excellent written and verbal communication. Highly organized, detail‑oriented, and able to multitask in a high‑volume setting. Strong computer proficiency. High school diploma required; bachelor’s degree preferred. Core Competencies Results‑oriented and client‑focused. Professional, articulate, and dependable. Strong leadership and coaching ability. High integrity and sound business judgment. Physical Requirements & Travel Ability to stand, walk, bend, and lift up to 40 lbs.; operate office equipment; manage packages using wheeled carts (up to 60 lbs.). Local travel may be required (up to 25%). Compensation The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job‑related factors. Pay Range $24 - $25.55 USD What We Offer Career Growth: An opportunity 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. Recognition: We offer a variety of recognition programs for all levels of employees. Benefit Offerings: Medical, dental, vision, HCFSA, DCFSA, HSA, commuter transit and parking, supplemental life insurance, accident insurance, critical illness, hospital indemnity, legal program, identity theft protection, pet discounts, pet insurance, group home and auto insurance, EAP, short‑term disability, life insurance, education discounts, 401(k) with matching, entertainment discounts, & paid time off. Note: Please inquire with the Human Resources team for benefit offerings per role, as regular positions routinely under 30 hours/week may have a different benefit offering. Equal Employment Opportunity 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 any other status protected by applicable law. #J-18808-Ljbffr