Receptionist

4 months ago

Vancouver, Canada SPS-North America Full time

**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

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