Client Service Supervisor

Responsibilities

• Manage a team and oversee the day-to-day operation in the Lobby Concierge department and assist Site Messenger Lead with the messenger center operation when needed.
• Execute all functions of the Client Service Associate.
• Ensure Policies and procedures are always being followed and enforced.
• Ensure that everyone provides tenants and visitors with high level customer service.
• Familiarize oneself with internal service departments such as the Building Office, Security Department, Delivery locations etc.
• Follow up on employee requests and make sure they are carried out in their entirety; eagerness to learn new information and adapt to changes as they arise.
• Manage the team's schedule and time off.
• Arrange coverage when there is a call-out or schedule Pay Time Off (PTO).
• Ensure employee's timecard in PayCom is accurate and approved by end of day on Fridays.
• Train and coach new staff and backfill.
• Counsel employees when necessary and keep record of event.
• Issue warnings to employee when necessary.
• Maintain good communication with Team, Manager and Building office.
• Responsible for all Brookfield and SPS documentation and procedures.
• Provide Quarterly reports / QBR to Manager on Visitor Center and Messenger.
• Coordinate team's schedule and request floater when someone is out.
• Arrange coverage for after-hours tenant event.
• Execute tenant related requests and inquiries.
• Liaison between Tenant and Visitors.
• Update the ops manual and continuity plan as needed.
• Ensure all backfills and new hire signs off on the Rule of Conduct, Call out and PTO request sheet.
• Provide feedback on Backfills to FSS coordinators.
• Order uniforms for new hire after 90 days.
• Keep uniform clean during the shift; making sure you submit items for cleaning on a specific day of the week for pick-up; Inform the dry-cleaning vendor of any issue with uniforms (Ex. Missing buttons).
• Keep track of weekly uniform dry cleaning.
• Execute yearly performance review.
• Provide coverage for building management office reception as needed.
• Report all injury incident to Building Office and SPS management.
• VIP Greeter- Required to greet VIP visitors and expedite their process through the turnstiles.

Requirements

• 3+ years of experience in client services, hospitality, or operations
• Prior supervisory experience managing 5-10 employees
• Strong customer service and relationship-building skills
• Excellent written and verbal communication
• Highly organized, detail-oriented, and able to multitask in a high-volume setting
• Strong computer proficiency
• High School Diploma required; Bachelor's Degree preferred
• Core Competencies
• Results-oriented and client-focused
• Professional, articulate, and dependable
• Strong leadership and coaching ability
• High integrity and sound business judgment
• Physical Requirements & Travel
• Ability to stand, walk, bend, and lift up to 40 lbs.; operate office equipment; and manage packages using wheeled carts (up to 60 lbs.). Local travel may be required (up to 25%).

Benefits

Additional Information

Client Services Supervisor 📍 New York, New York, United States On-site The Client Services Supervisor leads the Lobby Concierge team and supports Messenger Center operations to ensure an exceptional tenant and visitor experience. This hands-on leadership role oversees daily operations, staff performance, and service delivery while maintaining strong partnerships with building management and internal teams. The ideal candidate is organized, service-driven, and thrives in a fast-paced, high-visibility environment.

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