Client Service Supervisor

Job Overview: Internal Messenger Supervisor 

Job Qualification: Ability to lead a team of staff and backfills. Possess the willingness to learn all aspects of the job. Self-Motivator. Communicate clearly and effectively (verbal and writing). Ability to go above and beyond when necessary. Must be organized and detail-oriented. Able to multi-task and handle high volume of both internal and external guests. Must have strong customer service skills. Must be computer savvy.

Job Description:

• Manage a team and oversee the 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 being followed at all times.
• Ensure that everyone is providing tenants 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; 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.
• Ensure employees’ PayCom timecard is accurate and ready for approval on Fridays.
• Train and coach new staff and backfills.
• Counsel employee when necessary and keep record of event.
• Issue written warnings to employee.
• Maintain good communication with Team, Manager and Building office.
• Responsible for all Brookfield and SPS documentation and procedures.
• Provide Monthly reports to Manager on messenger deliveries Volume..
• Execute tenant related requests and inquiries.
• Train new staff and backfills.
• Ensure all equipment (MSA and IOffice) is operational at all times and report any technical issues when needed.
• Update the ops 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 hire signs off on the Rule of Conduct sheet and call out/ PTO policy.
• Provide feedback on Backfills.
• Order uniforms for new hire after 90 days.
• Keep uniform clean during the shift.
• Execute yearly performance review.

Competencies: 

• Strong verbal and written communication skills. 
• Excellent customer service skills. 
• PC skills MS Office Suite experience. 
• Ability to handle multiple tasks simultaneously. 
• Good organizational skills. 
• Working knowledge of MFD equipment. 
• Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions. 
• Possesses the ability to work independently and is capable of completing projects. 
• Ability to determine the correct method and packing material as well as validate packing slips for the accuracy of incoming and outgoing materials. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• 2+ years prior work experience preferred. 
• Ability to work assigned work hours determined by the manager. 
• Excellent organizational and time management skills. 
• Analytical abilities and aptitude in problem-solving. 
• Superb written and verbal communication skills. 
• Current knowledge or ability to learn computer-based systems required for functions of position. 
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required. 

Physical Demands: 

• Approximately 50% of the time this position requires the below 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 60 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, b