Lead Office Services Associate

$27-$30 per hour

M-F 8am-5pm

Job qualifications

• High school diploma or equivalent.

• Minimum of 3 years' experience in office services preferably in a legal, banking or large corporate environment.

• Experience leading employees in areas of process and policy adherence, and time and absence tracking.

• Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.

• Intermediate computer skills required, generally using Microsoft Office.

• Familiar with procedures, software and equipment supporting applicable to service lines.

• Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills.

• Attention to detail with emphasis on accuracy and quality.

• Ability to handle sensitive and/or confidential documents and information.

• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.

• Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.

• Excellent problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.

• Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.

• Must be self-motivated with positive can-do attitude.

Supervision

• Number and title(s) of direct reports (if any): This position may work at a location with no on-site manager and have one direct report, or work at a location with an on-site manager and have 7 or less direct reports. Direct reports may include Office Services Associate, Sr. Office Services Associate and Office Services Workflow Coordinator

• Received: Supervisor, Manager, Director

Job relationships

• Internal: This position works closely with the Office Services team

• External: Clients

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.

Working conditions

• Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site.

• Ability to work overtime as needed.

• Work is performed in a professional work environment.

• Professional attire required.

• Hazards include working with office machines (copiers, faxes, scanners, bindery equipment, paper cutters) and cleaning supplies and toner.

• Must be able to work standing up all or most of the time.