Events - Front of House Lead

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.