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Service Specialist Lead at Epiq Global Business Transformation Solutions, LLC in New York, New York

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time





Job Description:


It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Summary:


  • Accurately communicate with client staff and PIQ team members regarding commitments, deadlines, challenges, requests, etc

  • Ensure all client needs and requests are met and accurately delivered in a timely manner

  • Provide support for miscellaneous requests and flex services with a “can do” attitude and philosophy

  • Apply necessary effort and QC approach to deliver “Best-in-class”  work and service

  • Comply with PIQ’s standards of operations as set forth in the contract agreement, the site operations manual, and the employee handbook

  • Work independently on assigned production tasks

  • Coordinate additional assistance with Service Specialists on team

  • Expected to uphold the Standards of Service and best practices developed by PIQ

Responsibilities:


  • Monitor and listen to clients to understand inquiries and requests in order to provide accurate information about the facilities and services and prompt assistance

  • Perform basic mathematical calculations using a calculator/computer to accurately figure production time and labor time associated with any copy, print, scan or production requests

  • Follow established guidelines and procedures for receiving, documenting, organizing and mailing out client packages (i.e. parcel deliveries, messenger services, etc.)

  • Ensure clients request and the delivery of faxes/parcels in a timely matter in accordance to PIQ’s standards

  • Exhibit ability to take verbal instructions while taking notes to properly produce staff copy projects

  • Accurately produce copy, print and scan projects in accordance to verbal and written instructions

  • Assign production tasks throughout other members of the Service Specialist team

  • Work independently on production assignments, often at a satellite copy center without direct supervision

  • Ensure all projects have been properly produced and Quality Checked (QC’d) to PIQ’s standard

  • Ensure accurate tracking, monitoring and recording of all charges, overtime, logs and entries throughout his/her shift

  • Have direct involvement and handle complications, client complaints as they arise such as: lost parcel, damaged packages, untimely deliveries and other similar situations

  • Answering telephone inquiries, loading/unloading parcels, delivering of parcels, copying, and faxing and guest requests

  • Exhibit excellence in client service and the ability to serve others

  • Immediate attention given to clients entering Copy/Mail Center in accordance with PIQ’s standard of operation

  • Sort, distribute and meter US mail with knowledge of current postal rates

  • Due to the cyclical nature of the industry team members may be required to work varying schedules to reflect the business needs of the firm

  • Other duties as assigned with increased oversight responsibilities, including, but not limited to:

Mail/Distribution Services


  • Sort, distribute and meter US mail with knowledge of current postal rates

  • Ensure all projects have been properly produced and Quality Checked (QC’d) to PIQ’s standard

  • Ensure clients request and the delivery of faxes/parcels in a timely matter in accordance to PIQ’s standards

Copy Services


  • Immediate attention given to clients entering Copy/Mail Center in accordance with PIQ’s standard of operation

  • Accurately produce copy, print and scan projects in accordance to verbal and written instructions

  • Exhibit ability to take verbal instructions while taking notes to properly produce staff copy projects

Hospitality Services


  • Provide excellent client service as the coordinator of the clients’ conference rooms, common areas and kitchens 

  • Ensure clients requests for the set-up and use of meeting rooms are handed accurately and proactively 

  • Place orders for food and beverages for use during meetings as assigned 

  • Inspect and ensure that all rooms are clean, stocked with supplies and ready for continual use

  • Organize and distribute client kitchen supplies 

  • Maintain inventory control and order supplies as needed

  • Perform cleaning, dusting and other incidental tasks as assigned

Records Management 


  • Retrieve, compile, and distribute requested records and information

  • Responsible for document control and records management throughout the information lifecycle for physical and electronic records

  • Re-file records, files and record storage containers

  • Maintain accurate records circulation database

  • Receive and process records in accordance with established procedures

  •  Comply with all business protocol, regulatory and best records management practices and requirements

Floor Coordination


  • Provide excellent client service as the first line of contact with the client

  • Responsible for the organization and upkeep of various satellite copy rooms throughout an assigned work area. This includes the stocking of general supplies, delivery of paper, and basic daily maintenance of the copier(s) in that area

  • Responsible for the pick-up and delivery of all mail/parcels as well as all copy, print and scan projects that area assigned to the Copy Center

Facilities


  • Provide excellent client service as the liaison between the Firm/Organization and their building management

  • Assist with office moves, maintenance of carpet log, hanging of pictures, light bulb outages, furniture rehabilitation, etc

  • Coordinate office furniture and equipment moves with other operating departments of the firm, such as IT, Telecom, Maintenance, and Janitor

  • Responsible for communicating facility issues with client and assisting where needed

Reception 


  • Work closely with the client's staff to ensure seamless day-to-day operations as the first line of contact with the client's visitors

  • Answer incoming telephone calls and direct call traffic to the proper person

  • Take accurate and complete messages for those employees who may be unavailable

  • Greet and announce visitors in a friendly and business-like manner

  • Maintain neatness and organization of reception desk and front closet areas

Qualifications:


  • High School Diploma or equivalent

  • Minimum of 1 year professional level work experience in a production setting, preferably within copy, printing or scanning environment

  • Prior shipping and receiving or facilities experience preferred, but not required

  • Previous experience in a client service oriented field

  • Working knowledge of PC applications such as  Microsoft Office, especially MS Word, Outlook and Excel

Requirements:


  • Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting

  • Ability to learn skills quickly

  • Flexibility in dealing with simultaneous projects

  • Attention to detail

  • Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information

  • Ability to lift or move 40 lbs. or greater

  • 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 100lbs

  • 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) and computers

  • Reading, writing, and arithmetic skills required

  • Visual acuity

  • Able to convey information and ideas through speech in ways that others will understand

  • Able to listen to and understand information and ideas presented through spoken words and sentences

  • Able to speak clearly so listeners understand and identify and understand the speech of another person

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.