Lead Receptionist

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. 

Typical Working Days: Monday to Friday, 8AM-5PM

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: 

• Delivers 5-star customer service to all employees and visitors across all communication channels.
• Manages incoming calls, routes them appropriately, and handles confidential calls with professionalism.
• Greets visitors, ensures NDA compliance, logs them in, and issues temporary access badges as needed.
• Issues facility access cards and follows up on returns of loaned cards, escalating to Security if necessary.
• Maintains current company phone and speed dial lists; trains and guides backup personnel.
• Notifies employees of deliveries or redirects items to the Mail Room when appropriate.
• Provides light administrative support, including meeting room bookings, catering orders, and special projects.Supports shared spaces: maintains reception area, kitchen, barista station, and conference rooms.
• Sets up meeting rooms and monitors/restocks office supplies and copy/print equipment.
• Builds strong internal relationships, maintains professionalism, and handles sensitive inquiries with discretion.
• Takes initiative during downtime and provides backup office support as needed.
• Delegates tasks, sets deadlines, and monitors project progress; communicates updates clearly.
• Collaborates with supervisors to meet daily site operational needs.

 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 Educatio