Receptionist - SPS-North America

Job Title:Receptionist 

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

Job Overview: 

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. As an effort to be a cross-trained team player, the receptionist may be called upon to assist in other SPS service areas such as, but not limited to 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. 

Main Functions: 

• 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 work as needed such as but not limited to 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: will be cross-trained to assist mail services as needed. This includes, but not limited to sorting/distributing mail, receiving/ tracking packages.  

Duties and Responsibilities: 

• Provides 5-star customer service to all employees and visitors (in all forms of communication). 
• Answers incoming telephone calls and routes callers to the person who can best assist them. 
• 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 company-wide switchboard or provide appropriate information to the caller. Calls are to be handled expeditiously, in a professional and businesslike manner while being friendly and using a 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 have the delivery made to the Mail Room as is appropriate.    
• Provides light administrative support to staff as directed such as scheduling meeting rooms, ordering catering, and assisting other teams when needed for various tasks (envelope labels, compiling manuals, etc.).  
• Follows up on loaned access cards to make sure all are returned and contact Security if the card is not returned by the end of the day.  
• Builds professional relationships with customers and other teams.  
• Maintains the reception area in a neat and orderly fashion to include visitor reading materials.    
• Service and replenish the barista, pantry, conference, kitchen, or meeting areas. 
• Will perform meeting room and conference room set-ups. 
• Monitors the level of office supplies on the floor, and replenishes and orders accordingly. 
• Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality. 
• Maintains professionalism and composure when interacting with all callers/visitors. 
• Strategically 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.  

Competencies: 

• Driven by client satisfaction 
• Strong integrity, solid business ethics 
• Excellent communication skills 
• Expert in customer service skills, professional attitude, and appearance 
• Good organizational skills 
• Ability to maintain confidentiality  
• Strong attention to detail 
• Strong aptitude in effectively managing time and on-going tasks  
• Results-oriented 
• Works well with people both internal (SPS) and external (assigned client)  
• Fast learner 
• Good at following instructions and handling change and/or adverse situations in customer service environments 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• 1-3 years prior work experience. Strong preference in previous administrative/reception/concierge professional experience. 
• Ability to work assigned work hours determined by the manager.  
• Excellent organizational and time management skills. 
• Analytical abilities and aptitude in problem-solving. 
• Superb written and verbal English communication skills. 
• A strong task-driven personality driven by customer satisfaction. 
• Ability to multi-task and prioritize tasks, assignments, and customer needs. 
• Current knowledge or ability to learn computer-based systems required for functions of position such as: Multi-phone line systems, PC/Mac systems, MS Office experience, Multifunctional devices (i.e. Copiers/Scanners), Fax/mail machines and/or other devices used in SPS service areas.
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Ability to lift or move 40 lbs. or greater frequently. 

Travel: None or Negligible 

 Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.