Receptionist, Administrative​/Clerical

Overview

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

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. May be cross-trained to assist in other SPS service areas such as 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.

• 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 tasks as needed (e.g., 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: cross-trained to assist mail services as needed, including sorting/distributing mail and receiving/tracking packages.

• Provides 5-star customer service to all employees and visitors (in all forms of communication).
• Answers incoming telephone calls and routes callers to the appropriate person.
• 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 the company-wide switchboard or provides appropriate information to the caller. Calls are handled expeditiously, professionally, and with 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 directs delivery to the Mail Room as appropriate.
• Provides light administrative support to staff as directed, such as scheduling meeting rooms, ordering catering, and assisting other teams with various tasks.
• Follows up on loaned access cards to ensure all are returned and contacts Security if a card is not returned by day’s end.
• Builds professional relationships with customers and other teams.
• Maintains the reception area in a neat and orderly fashion, including visitor reading materials.
• Maintains and replenishes barista, pantry, conference, kitchen, and meeting areas.
• Performs meeting room and conference room set-ups as needed.
• Monitors office supplies levels and coordinates replenishment and ordering.
• Assists with copy/print orders and monitors copy/print equipment for satisfactory functionality.
• Maintains professionalism and composure when interacting with all callers/visitors.
• 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.
• Demonstrates client satisfaction orientation and professional customer service skills, appearance, and attitude.
• Maintains strong organizational skills, confidentiality, attention to detail, time management, and the ability to multi-task.
• Works well with internal (SPS) and external (assigned client) teams and adapts to change.

• High School Diploma (or equivalent) required.
• 1-3 years of prior work experience; strong preference for administrative/reception/concierge…