Title - Lead Office Service Associate
Payrate - $25/hr
Vienna, Virginia
The Lead Office Services Associate is responsible for overseeing daily operations across all service lines at the client site, ensuring the highest standards of service excellence in line with Forrest Solutions’ procedures. This role involves managing and motivating the onsite team to deliver exceptional service and exceed client expectations. A core focus of the position is fostering strong client relationships through effective communication, consistent reporting, and responsive service.
Key Responsibilities :
- Team Leadership & Client Management
- Lead and manage the onsite team to ensure seamless daily operations and a superior client experience.
- Serve as the primary point of contact for client inquiries, resolving issues promptly and professionally.
- Maintain a fully staffed and highly motivated team, fostering a positive and productive work environment.
- Conduct regular operational meetings with clients to review performance and strengthen partnerships.
- Proactively assist clients with special requests and deliver high levels of service tailored to their needs.
- Operational Excellence
- Ensure accurate and timely reporting of volume metrics and operational data.
- Regularly update and maintain essential site documentation, including the Site Operations Manual, communication boards, and checklists.
- Oversee staff compliance with company policies, attendance, and dress code standards.
- Promote cross-training and skill development among team members to enhance operational flexibility.
- Manage staff schedules, timesheets, and shift coverage, ensuring all work is scheduled at least two weeks in advance.
- Mail, Records, and Copy Services
- Supervise all mailroom operations, including incoming and outgoing USPS mail, international/domestic shipments, and special projects.
- Oversee records management, ensuring timely and accurate file creation, audits, and use of records management tools.
- Ensure the smooth operation of copy and print services, including equipment maintenance and staff training.
- Facilities Management
- Assist in managing office contracts, vendor agreements, and service agreements to ensure quality and cost-efficiency.
- Regularly review office expenses to identify potential cost savings and improvements.
Job Requirements :
- High school diploma required; a college degree is preferred.
- Previous experience in a supervisory role within a corporate office setting.
- Strong team leadership skills with proven ability to recruit, train, and motivate staff.
- Excellent multitasking, organizational, and time-management skills.
- Proficient in Microsoft Office; familiarity with hardware platforms (PCs, scanners, printers, multifunction devices).
- Ability to lift up to 50 lbs.
- Strong problem-solving skills, capable of quick decision-making under pressure.
- Excellent written and verbal communication skills, with the ability to maintain professionalism and confidentiality.
Preferred Skills :
- Prior experience in mailroom services, records management, and facilities operations.
- Demonstrated ability to build strong client relationships and deliver outstanding service.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.