Client Services Associate

Req 3495

Reports To: Client Services Supervisor, Client Services Manager, or equivalent leadership
Location: New York
Employment Type: Full Time
Schedule: 8:30 AM to 5:30 PM

Job Overview

The Client Services Associate provides exceptional workplace, office, mail, shipping, and front-of-house support to ensure a professional, efficient, and welcoming environment for clients and employees.

This role is responsible for a variety of business service center functions, including inbound and outbound mail, shipping and receiving, office supply management, print and copy services, conference room and meeting support, pantry and hospitality services, and reception or concierge coverage as needed.

The Client Services Associate consistently delivers a high level of customer service while maintaining a professional image of SPS through prompt, courteous, and efficient service.

Key Responsibilities

Mail, Shipping & Receiving

• Receive, sort, process, and distribute inbound mail and packages.
• Record incoming mail and packages using the appropriate chain-of-custody or tracking system.
• Process outgoing mail and package transactions.
• Perform shipping and receiving activities in accordance with established procedures.
• Validate packing slips and ensure appropriate packaging materials and shipping methods are used.
• Notify employees when mail, packages, or deliveries are received.
• Serve as a point of contact for mail and package-related inquiries.

Office & Business Services

• Monitor and maintain multifunction devices, copiers, and printers to ensure proper functionality.
• Replenish paper, toner, and other necessary machine supplies.
• Assist with copy and print requests and monitor equipment for satisfactory operation.
• Submit work orders for maintenance or service requests when needed.
• Monitor office supply levels and replenish or order supplies as appropriate.
• Maintain the Business Service Center and related work areas in a clean, organized, and professional manner.

Workplace & Hospitality Support

• Service and replenish pantry, kitchen, barista, conference, meeting, and common areas.
• Set up and reset meeting and conference rooms as required.
• Assist with building occupant moves within assigned facilities.
• Perform light maintenance and cleaning duties as assigned.
• Provide reception or concierge/front-of-office coverage as needed.

Customer Service & Client Support

• Provide exceptional, five-star customer service to clients, employees, and visitors.
• Respond to requests and inquiries promptly, professionally, and courteously.
• Maintain professionalism and composure when handling sensitive or challenging situations.
• Build and maintain positive professional relationships with clients, employees, and internal teams.
• Determine when additional support or leadership involvement is required for sensitive inquiries or requests.
• Proactively identify and complete additional tasks during periods of downtime.

Training & Team Support

• Train backup personnel and provide guidance on applicable policies, procedures, and processes.
• Support team members in maintaining consistent service standards.
• Collaborate with other workplace and client service teams to ensure seamless day-to-day operations.

Core Competencies

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong organizational and time management abilities.
• Ability to manage multiple priorities and tasks simultaneously.
• Strong attention to detail and follow-through.
• Ability to work independently and complete assigned projects.
• Strong problem-solving and analytical skills.
• Proficiency with Microsoft Office Suite and general computer applications.
• Ability to quickly learn and effectively use computer-based systems.
• Working knowledge of multifunction devices, copiers, and office equipment.
• Knowledge of shipping and receiving procedures.
• Ability to follow written and verbal instructions accurately.
• Ability to determine appropriate shipping methods and packing materials.
• Ability to review and validate packing slips and shipping documentation.

Qualifications & Education

• High school diploma or equivalent required.
• Minimum of 1 year of relevant work experience preferred.
• Previous experience in customer service, office services, mailroom, hospitality, facilities, or a related environment is preferred.
• Ability to work assigned hours and schedules as determined by management.
• Strong written and verbal communication skills.
• Professional appearance and positive, service-oriented attitude.
• Ability and willingness to learn new systems, processes, and technology.
• Ability to consistently follow company and client policies, procedures, and service standards.

Physical Requirements

This position requires regular physical activity and approximately 50% of the workday may involve physical tasks, including:

• Standing, walking, bending, kneeling, and sitting for extended periods.
• Frequently lifting and/or moving packages weighing 40 lbs. or more.
• Grasping, lifting, carrying, and moving packages using standard wheeled carts with a load capacity of up to 60 lbs.
• Operating office equipment such as phones, copiers, printers, and binding equipment.
• Performing tasks requiring fine and gross motor skills and manual dexterity.

Travel

None or negligible.

Other Duties

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the employee.

Duties, responsibilities, and activities may change at any time, with or without notice, based on business and client needs.