Client Service Supervisor

Client Services 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 Lobby Concierge department and assist 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; 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’s timecard 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 event.
• Issue warnings to employee 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 ops manual and continuity plan as needed.
• Ensure all backfills and new hire signs 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.
• Keep uniform clean during the shift; making sure you submit items for cleaning on a specific day of the week for pick-up; Inform the dry-cleaning vendor of any issue with uniforms (Ex. 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 incident to Building Office and SPS management.
• VIP Greeter- Required to greet VIP visitors and expedite their process through the turnstiles.

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude and appearance. 
• Good organizational skills. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred. 
• Minimum of 3+ years of experience in high level relationship building and operational management. 
• Previous management/ supervisor experience overseeing 5-10 employees. 
• Ability to build business relationships and interact effectively with “C” level executives. 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics. 
• Strong team approach to account management. 

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.