Workplace Experience Support Specialist SR.

The workplace experience support specialist senior delivers the office location workplace experience for colleagues.

• This position is responsible for supporting daily office operations such as visitor management, safety, hospitality experiences, reception (including answering multiline telephone systems for a single location or multiple locations) and facilities coordination in accordance with workplace experience support playbooks and firm policies and guidelines.
• The workplace experience support specialist senior provides best-in-class hospitality experiences for internal and external clients.
• Ensures the location is safe, well-maintained, and clean. Be responsible for interaction with building management and vendors.
• This position oversees maintenance of office equipment and supplies, including furniture, phones (excluding cellphones), security cards, and the ordering and replenishing of office supplies.
• Facilitate and/or lead any office moves/remodels as needed. Look to streamline and improve inefficient processes.
• Also, provide assistance to other areas of ESS, performing and working on intermediate to advanced projects or requests.
• Act as a liaison to the office/market leader for anything related to workplace experience support as needed.
• The workplace experience support specialist senior supports the effort in sustaining and energizing a local culture that supports positive connection with the larger firm through internal and client-facing activities that enhance the RSM experience.
• Act in the workplace experience support manager’s or supervisor’s absence when required.
• Work with building management to maintain updated information related to building security, including workplace health and safety team and/or emergency evacuation team, environmental sustainability efforts, forms and documents required from the landlord, special requests for our space and maintenance issues.
• Reconcile monthly billing of parking and extra services provided by the landlord.
• Perform daily walk-throughs of the location to manage and resolve facility requests and issues.
• Leverage and deliver on services and procedures outlined in the workplace experience support playbook and suggest playbook enhancements/updates as needed.
• Follow up with affected employees and escalate urgent or high importance matters to the workplace experience support supervisor or manager.
• Participate as a key team member in office operations and facilities projects, including real estate projects (i.e., remodel, office relocation, equipment moves).
• Research and recommend to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed.
• Coordinate and oversee maintenance of the office space, including carpet maintenance, security system, air-conditioning, plant service, furniture repairs, appliances, office equipment and AED devices.
• Audit the service invoices for accuracy and submit to accounts payable for processing. • Purchase and maintain inventory of office supplies and equipment by monitoring supply quantity and replenishing materials before depletion.
• Determine if supplies should be purchased directly from an approved vendor or research other vendors to ensure cost efficiency to stay within budget.
• Maintain vendor relationships, process payments, and track total spending.
• Ensure that all supplies are ordered in compliance of national programs.
• Review charges on firm-issued purchasing card for accuracy and reconcile in a timely manner. • Report trends from frequent requests to the workplace experience support supervisor or manager and inform them of necessary projects that would be cost beneficial to the firm.
• Review employee logs regularly to prepare for new hires, transfers, or departures.
• Lead new hire/intern onboarding process following the guidelines outlined in the ESS orientation toolkit.
• Provide new hires/interns/transfers with all necessary office needs.
• Train new employees on building procedures, local office policies and use of equipment and systems.
• Partner with HR to deactivate/collect access badges and any other items belonging to the firm when there is an employee departure.
• Collect and return any departing employee items as needed.
• Monitor ServiceNow regularly to check for incoming workplace experience support requests and acknowledge/fulfill those requests in a timely manner.
• Provide routine support and guidance, as necessary, in one or more of the following areas:
• Handle mail services, including distribution of mail, UPS, FedEx, and other packages.
• Coordinate courier services, research, and resolve any issues with packages that are improperly addressed or packaged, and assist employees with mailing needs.
• Be responsible for print, bind, scan and copy jobs for the business.
• Locate and check out client files, maintain client records and documents, order files from the off-site storage facility per the workplace experience support playbook and firm record retention procedures. • Ensure that all visitor management and reception activities are supported, demonstrating quality customer service.
• Keep track of all visitors and visitor access badges in the national visitor log.
• Lead meeting and event coordination, including catering request orders, setup/cleanup, conference room reservations and audio-visual equipment support.
• Serve as a subject matter professional and resource for staff who have questions regarding office policies and procedures.

EDUCATION

• High school diploma or GED
• Associate degree or 2+ years of experience in related field required
• Prior experience in professional services is a plus

TECHNICAL/SOFT SKILLS (REQUIRED)

• Ability to communicate, effectively with a diverse audience
• Intermediate to Advanced Microsoft Office skills, ability to learn programs/software utilized by the firm and train others as needed
• Demonstrates a working knowledge of tools, resources and technology required with assigned responsibilities
• Excellent people skills
• Strong grammar and proofreading skills and experience
• Effective organization, prioritization and time management skills, and strong attention to detail • Ability to prepare presentations including charts, graphics and tables, speaker notes and handouts, etc.
• Ability to balance multiple tasks and projects
• Advanced knowledge of facilities management

SPECIAL REQUIREMENTS SPECIFC TO JOB

• Ability to lift up to 40 lbs. and stand on your feet for an extended period of time
• Must be punctual and able to adapt to changing schedules
• Ability to convey instructions clearly and concisely and be responsive when required
• Maintains professionalism in demeanor, conversation and dress

EXPERIENCE

• 3+ years of experience in a related field or area
• Ability to handle multiple tasks effectively and efficiently

LEADERSHIP SKILLS (REQUIRED)

• Has the ability to respond positively to changing circumstances, seeks and implements change to drive business improvement and serves as a model of the change
• Works collaboratively with workplace experience support supervisor/manager to ensure coverage across the enterprise particularly during peak times
• Works collaboratively with workplace experience support leadership to provide input and support during the business planning process

PREFERRED REQUIREMENTS

• Prior experience in a professional office environment
• Certification in any facilities related trade Accountability and Travel