Workplace Experience Ambassador

New York, NY, United States

Job Title: Workplace Experience Ambassador

Reports To: Workplace Experience Ambassador will report to the Workplace Experience Manager or equivalent leadership.

Job Overview:

The Workplace Experience Ambassador will help to elevate the office experience by providing personalized, client centric services and administrative support for a very fast-paced and demanding law firm. The individual will be assigned floor(s) provide coverage as needed on other floors and work proactively with including firms' attorneys, Senior Team Leads, Practice Assistants, to provide general office support and dispatch requests for Business Services, Concierge and Hospitality Services. This team member will serve as a “one-stop shop” and ensure all requests are completed to client specifications. This person is the warm welcome and fond farewell, creating memorable experiences for our client and clients’ guests.

Duties and Responsibilities:

Pre-Arrival Coordination:

Collaborate with the Senior Team Lead (after STL sends out the introduction to corresponding city office email stating that your Floor Ambassador will be reaching out). Prepare the visiting attorney's office, including a nameplate indicating their name depending on the location.

Confirm information for visitor’s day in the office with Senior Team Lead and/or concierge to anticipate and prepare for specific needs.

Provide amenity kits, including beverage and snack services, tailored to the specific location where applicable refresh as necessary.

Willingness to go the extra mile to ensure a positive experience for visiting clients/attorneys.

Anticipating and exceeding client needs.

Personalized client recognition and special amenities.

Solicit and gather feedback from clients to continuously improve the client experience and services from the STL.

Analyze feedback data to implement improvements and enhance client satisfaction.

Client Engagement and Visitor Experience:

Extend warm and professional greetings to clients, attorneys, and guests, setting a positive tone for their visit.

Cultivate positive relationships by understanding and catering to the unique needs and preferences of clients.

Proactively engage with visitors, offering assistance to ensure their continuous comfort and satisfaction throughout their visit.

Create, update, and maintain a client preference profile book for personalized and attentive service Share with concierge.

Replenish the hospitality tray amenities as needed.

Upon request provide informative floor/office tours for Law Firm’s Guests, ensuring they can navigate the visiting office with ease.

Offer to facilitate to scan receipts daily from visiting Law Firm’s attorneys for scanning and forwarding to the assigned STL/PA.

Extend a friendly and professional welcome to visiting attorneys, creating a positive and inviting atmosphere.

Foster positive relationships with visiting attorneys, understanding their distinctive needs and preferences.

Office Services Coordination:

Meet and greet visiting clients and guests on day one of their arrival time and escort to their office or workstation when the opportunity is there.

Act as the central point of contact for Law Firm’s visiting attorneys and associates, managing their requests and coordinating numerous services efficiently.

Monitor and maintain client service requests, ensuring timely follow-up and resolution.

Workspace Management:

Perform regular floor walks to ensure floor supports are well-stocked and all common areas are clean and orderly.

Ensure all printers are functioning, stocked with paper and all unclaimed print jobs are secured or discarded per office policy. Troubleshoot printer errors and report to Office Operations Manager.

Ensure common areas are neat, organized, and welcoming, including the reception area and client lounges.

Monitor and restock supplies, such as beverages and reading materials, and ensure a well-maintained ambiance within the visiting space.

Hand delivery of office supplies to client desks.

Provide clients support for document scanning.

Ensure cleanliness, organization, and well-stocked supplies in common areas managed by SPS employees.

Coordinate necessary cleaning and maintenance services while directing all issues through the appropriate channels.

Mail Handling:

Handle incoming and outgoing mail, ensuring it is processed accurately and efficiently.

Manage courier services, distribution of packages, and mail forwarding as required.

Provide a variety of mailing supplies, including envelopes, and packing materials.

Emergency Response:

Participate in the Law Firm’s Crisis Response Team and be prepared to guide clients and guests in the event of an emergency.

Services Encompassed by the Ambassador Program:

Concierge Services:

As per requested provide personalized local recommendations and assist in making necessary arrangements.

Offer support with transportation and accommodation, ensuring a seamless experience for clients and visitors depending on the office location and policy.

Execute local tasks as needed, contributing to a hassle-free and enjoyable stay.

Competencies :

Strong verbal and written communication skills.

Excellent customer service skills.

Proficiency in PC skills, including experience with MS Office Suite.

Capacity to work independently and successfully complete projects.

Ability to effectively manage multiple tasks simultaneously.

Strong organizational skills.

Familiarity with shipping and receiving procedures, with the ability to comprehend instructions.

Qualifications and Education Requirements:

High School Diploma (or equivalent) required.

1+ year prior work experience required, preference to have an office services in a professional or corporate work environment, hospitality, or similar background.

Ability to work assigned work hours determined by manager.

Excellent organizational and time management skills.

Analytical abilities and aptitude in problem-solving.

Superb written and verbal communication skills.

Current knowledge or ability to learn computer-based systems required for functions of position.

Required to maintain an overall professional appearance and attitude.

Adhere to all policies and procedures required.

Physical Demands:

Approximately 50% of the time this position requires the below physical demands.

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 60 lbs.

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.).

Ability to lift or move 40 lbs. or greater frequently.

Travel: None or Negligible

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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