Lead Office Services Associate

SmartRecruiters, Inc.; Washington (District of Columbia); Hybrid; USD 30,000 - 43,000; Full time

Job summary

RRD is seeking a Lead Office Services Associate to deliver exceptional customer service across reprographics, mail, intake, hospitality, facilities, AV, and reception services. You will guide one or more service lines, manage workflow, and uphold policies while building strong client relationships.

The role requires 3+ years of office services experience, strong leadership, and proficiency with Microsoft Office.

Qualifications

• High school diploma or equivalent.
• Minimum of 3 years’ experience in office services in a large corporate environment.
• Experience leading employees in process and policy adherence, and time/absence tracking.
• Intermediate computer skills, generally using Microsoft Office.
• Ability to cultivate and maintain effective working relationships with clients and team members through excellent communication.
• Attention to detail with emphasis on accuracy and quality.
• Ability to handle sensitive and/or confidential documents and information.
• Must be able to lift up to 50 lbs.

Responsibilities

• Lead timekeeping for direct reports and ensure accuracy per policies.
• Communicate with team, manager, and client on deadlines and issues.
• Escalate operational problems to Supervisor/Manager.
• Handle client concerns and provide problem-solving resolutions per policies.
• Intake jobs by interpreting client requests and coordinating workflow within the team.
• Ensure team provides outstanding service and builds strong client relationships.
• Produce required reports on schedule.
• Assist the team with large or complex jobs and oversee QA for client satisfaction.
• Monitor workflow to ensure timely completion and adherence to SOPs.

Skills

People leadership

Time management

Problem solving

Microsoft Office

Communication

Detail-oriented

Confidential data handling

Multi-tasking

Team collaboration

Education

High school diploma or equivalent

Tools

Reprographics equipment

AV equipment

Job description

• Compensation: USD 21.97 - USD 31.2 - hourly

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

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

(* denotes an “essential function”)

• *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 escalate 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 escal…
• 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.

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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.

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