Operations & Client Services Specialist

$36,381 - $50,000/Yr

University of North Carolina - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Educational Services

About the position

The Operations and Client Services Specialist at The Dubois Center is a pivotal role that combines operational efficiency with a strong focus on client satisfaction. This position is responsible for managing the 1st floor and lobby reception area of the building, ensuring a welcoming and efficient environment for all guests. The Specialist will supervise student and temporary staff, create staffing calendars, and ensure exceptional customer service for an operation that spans seven days a week with extended hours. This role is crucial in enhancing client experiences, building strong relationships, and addressing inquiries as the primary contact for all guests entering The Dubois Center. In addition to managing the reception area, the Specialist will handle multiple tasks and projects, support event management during busy times, and oversee the activation of the lobby area to meet changing daily needs and priorities. Collaboration with all building staff is essential, as the Specialist will work closely with Police and Public Safety to manage a large number of visitors and high-profile clients. The role requires problem-solving with accuracy and efficiency, strategic input, and mentoring and training of temporary and student staff. The Specialist will also respond to emergencies and work with leadership to ensure client expectations are met at all times. Other responsibilities may include managing The Dubois Center webpage to keep all information up to date on policies and procedures, issuing and managing VIP parking requests, and collaborating with the Marketing and Communications team to provide relevant information on building activities for marketing and promotional purposes. This position is integral to the operational success of The Dubois Center and requires a proactive and dedicated professional with a passion for client service and operational excellence.

Responsibilities

• Oversee the daily operations of the 1st floor and lobby reception area, ensuring a welcoming and efficient environment for all guests.
• Supervise and mentor student and temporary staff, creating and managing staffing calendars to maintain exceptional customer service.
• Serve as the primary contact for clients entering The Dubois Center, enhancing their experience and addressing inquiries with accuracy and efficiency.
• Manage multiple tasks and projects, supporting event management during busy times and overseeing the activation of the lobby area.
• Collaborate with all building staff and Police and Public Safety to handle a large number of visitors and high-profile clients.
• Provide strategic input and problem-solving solutions to ensure client expectations are met and operations run smoothly.
• Respond to emergencies promptly and effectively, ensuring the safety and security of all guests and staff.
• Mentor and train temporary and student staff, building their operational knowledge and skills.
• Manage special projects such as maintaining The Dubois Center webpage and issuing VIP parking requests.

Requirements

• Bachelor's degree and one year of experience related to the area of assignment; or equivalent combination of training and experience.
• Proven experience in a similar type role, preferably in a high-traffic, client-facing environment.
• Experience in responding to emergencies promptly and effectively, ensuring the safety and security of all guests and staff preferred.
• Strong leadership skills, with experience managing staff including temporary or vendor staff.
• Strong problem-solving skills and the ability to respond to emergencies and changing priorities effectively.
• Ability to manage multiple tasks and projects simultaneously, focusing on efficiency and client satisfaction.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Expert proficiency with technology, particularly Google Suite, for scheduling and data interpretation.

Nice-to-haves

• Experience in a university or educational environment.
• Familiarity with event management and coordination.
• Knowledge of marketing and communications strategies.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan options
• Paid holidays
• Paid time off
• Flexible scheduling options
• Professional development opportunities