Guest Experience Partner II

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Guest Experience Partner II’s purpose is to provide world class service to all external personnel that enter buildings within the Exact Sciences’ campus. This position interacts primarily with visitors, candidates and vendors to gather and exchange information. The Guest Experience Partner II will also contribute to various projects and may help mentor and train the Guest Experience Coordinator.

Essential Duties

Include but are not limited to the following:

• Welcome and acknowledge all guests utilizing the 10/5 rule.
• Act as first point of contact for all activities and emergencies in the lobby, remaining alert at all times.
• Open office space (working area) promptly at the beginning of business hours.
• Serve as point person, taking ownership of any challenges that may arise within the Lobby operation, resolve them or follow escalation procedures as required.
• Perform office security function by following safety policies and controlling access via the reception desk (through visitor management system, issue visitor and temporary badges.).
• Provide customer support in a prompt, friendly, and timely manner, follow-up through to resolution.
• Anticipate and address guests’ needs.
• Direct guests/clients in the appropriate direction; escort high touch clients to meeting destinations within designated building.
• Maintain exceptional appearance of front desk area and ensure it is always in an orderly state.
• Answer, screen and route incoming calls.
• Monitor multiple shared email inbox and triage incoming requests.
• Maintain shared documentation and filing system. Lead efforts in developing and maintaining shared filling system to track critical information.
• Maintain clear and complete records which comply with Exact Sciences’ Quality System.
• Handle confidential and business critical information.
• Lead and participate in various projects and tasks in accordance with business needs and demands.
• Accept deliveries and mail, sort, organize and distribute to the correct recipients.
• Follow guidelines laid out by the company (i.e., branding, style guide, etc.).
• Promote teamwork and quality service through daily communications, body language, and presence.
• Proactively manage coverage and priorities.
• Provide back-up support for all team members.
• Order front office supplies and keep inventory of stock within budget parameters, as needed.
• Develop and maintain positive working relationships with others and support teams to reach common goals.
• Train other team members and participate in training plans, how to’s and manual updates.
• Handle credit cards, financial software, and expenses related to team budget.
• Ability to report with a professional appearance and welcoming presentation and demonstrate an enthusiastic and respectful positive attitude. Display strong interpersonal skills to relate easily with people of various background and personalities.
• Ability to establish and maintain positive working relationships, build rapport with teammates, customers, and guests and support teams to reach common goals.
• Ability to quickly analyze a situation, come up with solutions, implement them and inform those impacted.
• Motivated self-starter and creative problem-solver.
• Ability to work both independently as well as in a team-oriented environment to accomplish assigned tasks and goals.
• Proactive, approachable, critical thinking, and solution focused. Excellent oral, written communication and interpersonal skills.
• Excellent oral, written communication and interpersonal skills.
• Excellent internal and external facing customer service skills.
• Excellent attention to detail and organizational skills.
• Excellent multitasking and time-management skills, with the ability to prioritize tasks.
• Ability to maintain confidential information.
• Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
• Ability to adapt and maintain composure in high pressure and fast-paced, ever-changing environment. Display working knowledge of Exact Sciences in a professional and branded manner.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality M