Reception Supervisor - Amazon

Description

Under the direction of the Manager, the Reception Supervisor assumes responsibility for all team members and operations within their group of buildings. Responsibilities include: coaching and developing staff to ensure a customer centric experience through each interaction is provided, overseeing a variety of projects and audits, coordinating coverage for call-outs, and working to improve processes to increase team’s overall efficiency.

Amazon is a fast-paced demanding corporate environment and we are committed to providing professional 5-star customer service with every interaction.

We are looking for a motivated people leader who can inspire and guide our staff to deliver a first-class customer experience for all guests. If you are a team player who is willing to provide that extra level support, we want to hear from you.

Location: Redmond (with flexibility to work in Bellevue & Seattle when needed)

Schedule: Monday through Friday, 7:20AM – 3:50PM and 9:35AM - 6:05PM (must have open availability to work both shifts as scheduled)

Wage: Starting Wage: $31.08 per hour | Full Wage Range: $31.08 - $39.88 per hour

What we can offer:

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance
• 17 Accrued Paid Time Off Days Annually
• Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company-Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Physical Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program
  
  

Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/

Key Responsibilities

Operational Excellence

• Provide day-to-day direction and leadership to the reception team, including temporary workers.
• Ensure appropriate staffing levels within Amazon buildings, making sure staff are on-site and prepared for operations at scheduled start times.
• Communicate employee callouts to leadership. Provide coverage at the desks as needed.
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.
• Develop employee work schedules and coordinate break coverage to ensure the best use of resources. Sit at the desk covering receptionist duties approximately 20% of the time.
• Lead and participate in additional project-related work, delegating as needed.
• Become the subject matter expert of all building operations including, but not limited to: security access levels, facility procedures, vendor points of contact, and escalation processes.
• Develop and maintain a proficiency in systems necessary to run a reception desk (Lenel, RightCrowd, Smartsheet, etc.)
• Learn & maintain strong working knowledge of company products and services. Offer technical support and information to team members.
  
  

People

• Responsible for employee growth through the development of individualized goals and the creation of training plans to ensure employees achieve the established goals.
• Responsible for training new receptionists in all administrative and customer support procedures.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Maintain a consistent presence in building lobbies to audit work, observe interactions and provide support to staff.
• Assist management in interviewing, hiring, and termination discussions.
• Contributes to a positive work environment that encourages retention and talent.
• Work collaboratively across the organization with different job levels and department.
• Foster a spirit of teamwork and unity that allows for disagreement over ideas and expeditious conflict resolution.
  
  

Customer Experience

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.
• Handle escalated situations with callers, visitors, community members, vendor partners, and guests.
• Maintain cleanliness and overall visual presence of lobby and back-room storage ensuring they are cleaned, organized and stocked as necessary.
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
• Act as liaison between Northwest Center, Amazon and other vendors to ensure continuity across campus locations
  
  

Requirements

• Minimum 3 years of customer service or administrative support experience.
• 2 years of proven experience as a supervisor or similar management role.
• Advanced computer skills in MS Office.
• Proficiency in Microsoft Office and Smartsheet, as well as the ability to learn and maintain proficiency in other software.
• Ability to practice a high level of confidentiality.
• Interpersonal skills to effectively motivate others.
• Detailed oriented & thorough, with ability to see the “big picture.”
• Associates’ degree
• Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
• Attention to detail and accuracy.
• Identifies or assists in identifying alternative solutions to problems or situations.
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.
• Must be able to relocate to multiple sites throughout each day via company provided shuttle.
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• May need to carry supplies to other buildings.
• Combination of desk and actively visiting several Amazon buildings - the ability to walk consistently within a 1.5 radius daily is required.
• Ability to read, write, speak and comprehend the English language.
• Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment’s notice and occasional evening and weekend shifts.
• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.
  
  

About Northwest Center

When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways.

As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center’s businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability.

Northwest Center’s mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity

Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at [email protected].

At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.

IND123