Lead Customer Service Representative
Job ID
Service line
GWS Segment
Role type
Toàn thời gian
New York City - New York - United States of America

Hi, we’re Host!

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.


The Lead Customer Service Representative is a player/coach guiding a group of peers in daily operations at the forefront of delivering a positive office experience as a cultural ambassadors, community advocates and service leaders. 

Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and world-class customer service support delivered be Experience Services team.

In this role, you would provide experience services and support to increase individual well-being, personal productivity, and organizational effectiveness.

As part of a “front-of-house” team, the Lead Customer Service Representative is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all employee-facing services.

This role is located at our clients headquarters in the heart of the Financial District in New York City, where a team of nearly 10,000 colleagues, that cross nearly 20 lines of business, including the clients Board of Directors and CEO, make a significant contribution to our client’s customer experiences around the world


  • Responds to customer requests and complaints promptly with accurate and thorough information according to the specific request.
  • Demonstrates leadership and customer service and reflects a warm friendly, professional greeting to all. Answer telephones, screen and direct calls provide information to callers.  Responds quickly and accurately to incoming telephone calls by routing calls, providing assistance and furnishings general information to internal and external callers.
  • Manages communications channels, such as Slack, email, Yammer, Teams.
  • Provides coordination and support for delivery of Workplace Services. Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, Community Programs, Document Services, Mail Services, Record Archiving, Office Supply Management.
  • Greets employees and announces clients and visitors. Conducts guest registration through badging software. Issues visitor passes and validate parking. Receives and directs incoming calls to appropriate parties.
  • Maintains awareness of the workspace. Submits janitorial and maintenance work orders as needed and/or communicate with appropriate partners to address issues. Responds to customers of behalf of other team members (e.g. Facilities or Janitorial Team).
  • Curates and administers of the Host platform and client materials customized to meet to the full Host experience. Ensures client and company materials comply with client and company brand guidelines.
  • Utilizes and maintains integrity of databases, supports data entry of required reports and other digital tools associated with service delivery, as requested.
  • Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.
  • Provides support for Experience Services team as directed, including expense management, meeting coordination, equipment care, and supply management. Ensures all billings for business services are invoiced and billed as required. 
  • Maintains records of vendor proof of insurance and contractual documentation in place, per requirements. 
  • Collaborates with vendors employees who provide services and goods.
  • Assists in the completion of the Service Business Continuity plan. 
  • Performs other duties as assigned.

HS Diploma or GED required.

A minimum of 2+ years' of front desk, concierge, customer service or other hospitality experience is preferred.

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor.  Ability to assess circumstances, empathize and offer help.

Utilize a high level of attention to detail as well as strong interpersonal skills.