Floor Ambassador III

CUSTOMER SERVICE

Ensures total customer satisfaction through understanding of customer expectations, proactive problem identification/resolution, and maximizing opportunities to build relationships.

Work with facilities, catering and other vendors when needed.  Strong communication skills, oral and written.  Proven ability to remain calm under pressure, good work ethic, sound judgement with good problem-solving abilities.

MAIL/PACKAGES/POUCHES

·       Receive, sort, and deliver all incoming mail & packages to assigned floors and within established time frames.

·       Log outgoing and incoming items as required and review for accuracy/completeness.

SUPPLIES/COPYING/ADMINISTRATION

·       Organize and distribute supplies to client employees as detailed in job requests. Verify and log orders upon delivery.

·       Monitor inventory of supplies, stock paper and toner and keep Floor Ambassador offices and copy areas neat and organized

·       Handle items for distribution to a segment of or all of client employees, affiliates, dealers, etc.

·       Estimate runtime on the small to medium photocopy jobs. Check all copies produced for quality and accuracy. Produce bound copies of work when requested. Deliver and pick up copy jobs.

·       May provide minor maintenance of photocopy machine such as solving paper jams, placing service calls and routine cleanings.

·       Prepare weekly production and volume reports in order to measure productivity and prepare billing charges.

·       Provide other administrative services from inserting, copying and photocopying to faxing as needed.

·       Set up and maintain visiting attorneys’ offices.

·       Due to changing technology in office automation, will be required to learn new features and functionalities of copying machines, faxes, scanning, shipping equipment as introduced at the site.

·       Train end users (the client) on new features and functionalities of copying machines, faxes, scanning, shipping equipment as introduced at the site.

·       Ability to perform complex functions of various equipment and systems without guidance from supervisor.

·       Ability to perform multiple tasks of different functions with limited direction.

·       Frequent contact with individuals representing other departments and/or outside organizations on a wide variety of issues.

RECORDS

·       Perform document scanning.

·       Maintain files

·       Retrieve files from Records Center for client use as requested. Deliver files to clients within established time frames. Ensure returned files are properly logged and placed back in their proper location.

·       Prepare files to be sent for storage. When needed, arranges for files to be retrieved from storage.

     SUPERVISORY

• Supervises & oversee all services contracted by client at the assigned site by providing exceptional customer service & quality
• Oversee the Floor Ambassador Team and provide coaching and counseling when necessary
• Resolve conflicts or issues that may arise among employees or between client and staff (involving Site Manager if needed)
• Train new employees on job duties and cross training of current staff
• Complete required logs, reports and other paperwork
• Perform quality check on all work
• Evaluates and resolves high priority and complex problems through communication and negotiation with clients, vendors, and internal professionals in support of a proactive, responsive and friendly customer environment
• Manages status reports, productivity reports, and other source documents to ensure optimal performance is met by staff
• Functions as a liaison between the client & CBPS
• Prioritize and schedules all work including overflow work to backup facility
• Ensures proper maintenance and usage of all equipment and supplies
• Conducts meetings to ensure communication of corporate policies and goals
• Manages staff by developing, and mentoring staff; handle corrective actions as necessary on a timely basis and in accordance with Company policy; evaluating performance; providing training and development opportunities; coach and counsel staff
• Ensures and analyzes production targets onsite are met daily, weekly, and monthly by measuring against Company goals
• Interfaces with the client, operations team, and corporate departments as necessary

        ·  Ability to train, delegate work assignments, and provide direction to less experienced employees

• May back-up managers when absent
• Supervise tasks or special projects at site location