Schedule: M-F, 8:00am to 5:00pm
*Note - This role requires you to support and travel between two different locations - 4 days in San Diego, CA and 1 day in Newport Beach, CA.
The Lead Office Services Associate delivers exceptional customer service for our clients Responsibilities include leading employee(s) and directing workflow for one or more service lines in: reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back-office (administrative, virtual or shared) services, or any other Williams Lea service lines, as needed.
Job duties
(* denotes an “essential function”)
- *Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
- *Communicate with direct reports, manager and client on job or deadline issues.
- *Immediately escalate operational problems or issues to Supervisor or Manager.
- *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.
- *Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates.
- *Ensure team provides outstanding service to client, while building strong customer relationships.
- *Produce required reports on schedule.
- *Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
- *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.
- *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
- *Assess incoming requests selecting the best equipment and/or resources for successful completion
- *Make sure team follows standard operating procedures.
- *Train new employees on policies and procedures.
- Load copiers with paper and toner as needed.
- Maintain all logs and reporting documentation as required.
- Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in, support large or complex projects, immediate client requests, etc.
- Must be able to lift up to 50 lbs. on a regular basis.
- Adhere to Williams Lea policies in addition to client site policies.
- Use equipment and supplies in a cost-efficient manner.