Lead Office Services Associate

RRD; Washington (District of Columbia); On-site; USD 30,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off

Tuition assistance

Parental leave

Job summary

RRD in Washington, DC is seeking a Lead Office Services Associate to supervise service lines including reprographics, mail, and administrative support. You will direct workflow, ensure timely delivery, and uphold client satisfaction.

The role requires 3+ years in office services, strong leadership, and proficiency with Microsoft Office. Expect on-site duties, daily scheduling, and collaboration with multiple teams to maintain high service levels.

Qualifications

• High school diploma or equivalent is required.
• Minimum of 3 years’ experience in office services in a legal, banking or large corporate environment.
• Experience leading employees and ensuring policy adherence, timekeeping and workflow.
• Ability to interpret client requests and coordinate team workflow to meet deadlines.
• Strong communication skills and professional demeanor.

Responsibilities

• Lead time and attendance for direct reports and ensure accurate system records.
• Communicate with team, manager, and client on job deadlines and issues.
• Elevate operational problems to Supervisor or Manager as needed.
• Address client concerns and resolve per policies and procedures.
• Interpret intake requests and delegate tasks to associates to prioritize work.
• Ensure exceptional client service while building strong relationships.
• Produce scheduled reports and assist with large or complex jobs.
• Oversee quality assurance to maintain efficiency and client satisfaction.
• Monitor workflow to meet deadlines and optimize throughput.
• Select appropriate equipment/resources for incoming requests and ensure SOP compliance.
• Train new employees on policies and procedures.
• Support conference room setups with A/V equipment and furniture as needed.
• Maintain logs and reporting documentation; handle multiple tasks.
• Comply with client site policies and cost-efficiency practices.

Skills

Team leadership

Time & absence tracking

Problem solving

Communication (verbal/written)

Attention to detail

Independent decision making

Customer service mindset

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Description

Schedule: Monday - Friday 8:00-5:00pm

The Lead Office Services Associate delivers exceptional customer service for our clients Responsibilities include leading employee(s) and directing workflow for one or more service lines in: reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back-office (administrative, virtual or shared) services, or any other Williams Lea service lines, as needed.

Job duties

• *Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• *Communicate with direct reports, manager and client on job or deadline issues.
• *Immediately elevate operational problems or issues to Supervisor or Manager.
• *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.
• *Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates.
• *Ensure team provides outstanding service to client, while building strong customer relationships.
• *Produce required reports on schedule.
• *Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.
• *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
• *Assess incoming requests selecting the best equipment and/or resources for successful completion
• *Make sure team follows standard operating procedures.
• *Train new employees on policies and procedures.
• Load copiers with paper and toner as needed.
• Maintain all logs and reporting documentation as required.
• Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in, support large or complex projects, immediate client requests, etc.
• Must be able to lift up to 50 lbs. on a regular basis.
• Adhere to Williams Lea policies in addition to client site policies.
• Use equipment and supplies in a cost-efficient manner.

Qualifications

• High school diploma or equivalent.
• Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.
• Experience leading employees in areas of process and policy adherence, and time and absence tracking.
• Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.
• Intermediate computer skills required, generally using Microsoft Office.
• Familiar with procedures, software and equipment supporting applicable to service lines.
• Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills.
• Attention to detail with emphasis on accuracy and quality.
• Ability to handle sensitive and/or confidential documents and information.
• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.
• Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.
• Excellent problem-solving skills, with the ability and understanding of when to elevate a problem to a supervisory level.
• Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.
• Must be self-motivated with positive can-do attitude.

Additional Information

The salary range for this role at the noted RRD location is $21.97-31.20 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

#WLNAT

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.