Receptionist

Job Title: Receptionist

Reports To: The Receptionist will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview:

The Receptionist provides exceptional service 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.

Overall, this position continuously offers the highest level of service to all clients and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service.

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, help 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, receiving/ tracking packages.

Duties and Responsibilities:

• Provides 5-star customer service to all employees and visitors (in all forms of communication).
• Answers incoming telephone calls and routes callers to the person who can best assist them.
• Ensures all visitors complete, sign, and understand their responsibility for adhering to the corporation's Nondisclosure Agreement (NDA).
• Logs visitors into the registration system.
• Activates access for temporary badges for employees who forgot or lost their badge or are experiencing issues with their current badge.
• Issues facility access cards to employees.
• Answers and properly routes global calls, some confidential in nature, using company-wide switchboard or provide appropriate information to the caller. Calls are to be handled expeditiously, in a professional and businesslike manner while being friendly and using a high standard of customer service.
• Prioritizes calls and escalates customer service issues to the proper chain of command.
• Takes initiative to ensure the company phone and speed dial lists are current.
• Responsible for training a back-up and providing guidance on policies and procedures.
• Notifies employees upon receipt of inbound deliveries or have the delivery made to the Mail Room as is appropriate.
• Provides light administrative support to staff as directed such as scheduling meeting rooms, ordering catering, and assisting other teams when needed for various tasks (envelope labels, compiling manuals, etc.).
• Follows up on loaned access cards to make sure all are returned and contact Security if the card is not returned by the end of the day.
• Builds professional relationships with customers and other teams.
• Maintains the reception area in a neat and orderly fashion to include visitor reading materials.
• Service and replenish the barista, pantry, conference, kitchen, or meeting areas.
• Will perform meeting room and conference room set-ups.
• Monitors the level of office supplies on the floor, and replenishes and orders accordingly.
• Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality.
• Maintains professionalism and composure when interacting with all callers/visitors.
• Strategically determines what additional support is needed when handling sensitive inquiries in person or on the phone. Provides back of office coverage as needed.
• Proactively seeks out additional work during downtime.

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 Education Requirements:

• High School Diploma (or equivalent) required.
• 1-3 years prior work experience. Strong preference in previous administrative/reception/concierge professional experience.
• 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 English communication skills.
• A strong task-driven personality driven by customer satisfaction.
• Ability to multi-task and prioritize tasks, assignments, and customer needs.
• Current knowledge or ability to learn computer-based systems required for functions of position such as: Multi-phone line systems, PC/Mac systems, MS Office experience, Multifunctional devices (i.e. Copiers/Scanners), Fax/mail machines and/or other devices used in SPS service areas.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

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, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

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.