Client Service Supervisor

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.

Key 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.

Qualifications

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

). Local travel may be required (up to 25%).

Compensation

: The expected

is an estimate, and the final offer will depend on skills, experience, and other job-related factors. Use of Artificial Intelligence (AI): No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.