Schedule: Monday - Friday, 9:00am -6:00pm
The Front of House Lead 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.