Lead Office Services Associate

(* 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.