Internal Messenger Lead

Job Title Internal Messenger Lead Reports To The Internal Messenger Lead will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. Job Overview The Internal Messenger Lead manages the day‑to‑day operations of the messenger department, leads staff and backfills, and ensures high‑quality internal service and customer experience. Responsibilities include overseeing mail and package deliveries, maintaining accurate records, coordinating schedules and time off, training new staff, and providing regular reports to management. The role requires strong organizational skills, attention to detail, multitasking ability, and excellent communication and customer service skills. Job Qualification Ability to lead a team of staff and backfills; willingness to learn all aspects of the job; self‑motivation; clear communication (verbal and written); go above and beyond when necessary; organized and detail‑oriented; able to multi‑task and handle high volume of internal and external guests; strong customer service skills; computer savvy. Job Description Manage a team and oversee day‑to‑day operation in the messenger department. Execute all functions of the Client Service Associate in the messenger department. Ensure policies and procedures are always followed. Ensure high‑level customer service for tenants. Familiarize with internal service departments such as Building Office, Security, Delivery locations, etc. Follow up on employee requests and ensure completion. Manage the team’s schedule and time off. Arrange coverage for call‑outs or PTO. Ensure employees’ PayCom timecard is accurate and ready for approval on Fridays. Train and coach new staff and backfills. Counsel employees when necessary and keep records of events. Issue written warnings to employees. Maintain effective communication with Team, Manager, and Building office. Responsible for all Brookfield and SPS documentation and procedures. Provide monthly reports to Manager on messenger delivery volume. Execute tenant‑related requests and inquiries. Keep all equipment (MSA and IOffice) operational; report technical issues when needed. Update the operations manual and continuity plan as needed. Send manager a weekly report of any incident (client complaint, employee challenge, system failure, etc.). Ensure all backfills and new hires sign off on the Rule of Conduct sheet and PTO policy. Provide feedback on backfills. Order uniforms for new hires after 90 days. Keep uniforms clean during the shift. Execute yearly performance review. Duties and Responsibilities Provide 5‑star customer service to all employees in all forms of communication. Perform initial rough and fine sorts of incoming mail delivered via courier. Maintain records of daily deliveries in the system and/or log book. Scan all incoming deliveries once logged. Sort deliverable items according to delivery route for maximum efficiency. Understand privacy rules and refrain from tampering with packages or documents. Deliver mail to end users in a timely manner. Ensure recipients sign for their delivery upon receipt. Contact courier/messenger companies regarding delivery status. Maintain the Business Service Center area neat and orderly. Monitor office supplies and replenish/orders as needed. Proactively seek additional work during downtime. Build professional relationships with customers and other teams. Maintain professionalism and composure when interacting with all employees. Train backup and provide guidance on policies and procedures. Determine additional support needed when handling sensitive inquiries. Provide exceptional customer service to clients. Provide reception or concierge (front of office) or hospitality (back of office) coverage as needed. Competencies Strong verbal and written communication skills. Excellent customer service skills. PC skills and MS Office Suite experience. Ability to handle multiple tasks simultaneously. Good organizational skills. Working knowledge of MFD equipment. Understanding of shipping/receiving procedures and ability to comprehend instructions. Independent work capability and project completion. Determine correct packing method and validate packing slips for accuracy. Qualifications and Education Requirements High School Diploma (or equivalent) required. 2+ years prior work experience preferred. Ability to work assigned hours determined by manager. Excellent organizational and time‑management skills. Analytical abilities and problem‑solving aptitude. Superb written and verbal communication skills. Current knowledge or ability to learn computer‑based systems required. Maintain overall professional appearance and attitude. Adhere to all policies and procedures. Physical Demands Approximately 50% of the time the position requires the following physical demands. Fine and/or gross motor skills, including grasping, lifting, and/or carrying packages on a standard wheeled cart up to 60 lbs. Ability to walk, bend, kneel, stand, and/or sit for extended periods. Manual dexterity required for operating office machinery. Ability to communicate and discern information effectively with onsite staff using vision, hearing, and oral/written comprehension. Ability to lift or move 40 lbs or greater frequently. Ability to move efficiently between inter‑office locations. Travel Local travel via foot or public transportation. 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 Pay Range: $17.50 — $18 USD per hour. The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job‑related factors. What We Offer Career Growth: An opportunity to learn new skills or use a variety of them that may lead to other career opportunities. Learning & Development: A work culture that promotes learning so that employees can develop to be the best at what they do. We Recognize Talent: Various 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, and Paid Time Off. 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. Equal Employment Opportunities 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. #J-18808-Ljbffr Spsnorthamerica