Customer Service Associate

CSA TS Client Services

Summary

This role is responsible for both ensuring excellent customer service-by efficiently responding to customer inquiries and maintaining high satisfaction through daily, cooperative interaction with customers, managers, and vendors in a high-visibility office environment-and for essential Business Center Support. This support involves maintaining efficient day-to-day office operations and facilitating client delivery by providing centralized, high-volume, and time-sensitive support across critical functions, including mail services, print operations, tax processing, records management, and general office services.

Key Responsibilities

Customer Service & General Operations

• Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude.
• Interact daily with customers, service technicians, managers, and vendors, providing exceptional customer service.
• Perform an acceptable volume of work in a timely, efficient, and accurate manner, meeting or exceeding client expectations.
• Perform other duties as required and participate in cross-training for other functions.
• Manage physical locker and file drawer storage allocations, day locker management, and clean-outs.

Mail & Shipping Services

• Manage all inbound and outbound mail operations in compliance with client and carrier policies (USPS, UPS, FedEx, DHL).
• Process certified, overnight, and courier shipments, including mass mailings.
• Provide support for shipping label creation and package tracking.
• Manage postage meter operations, including reporting and maintenance.
• Oversee inventory and ordering of shipping supplies (boxes, envelopes, materials).
• Filter and forward incoming mail to centralized processing teams as required.

Print & Production Services

• Execute high-volume print production of firm deliverables in adherence to brand standards.
• Perform binding, finishing, folding, laminating, and presentation assembly.
• Conduct quality control review of all materials before delivery.
• Coordinate overflow or specialty print jobs with external vendors.
• Monitor printing equipment (including ensuring functionality and restocking paper) and coordinate service and maintenance.

Tax Processing Support

• Support tax return printing and assembly according to centralized standards.
• Monitor and process requests submitted via centralized system.
• Conduct quality reviews of assembled tax packages.
• Coordinate certified mail and shipping for tax documents.
• Manage supply inventory for tax production materials.
• Be available for overtime staffing during the busy season to meet high-volume demands.

Records Operations

• Manage records lifecycle in coordination with client protocols.
• Ensure same-day check-in of all new records into the system of record.
• Maintain strict chain-of-custody management for all records.
• Reconcile records shipped to and from local offices.
• Coordinate shipments to the Records Hub and reconcile subsequent shipments.
• Coordinate secure destruction of records.

Office Supplies & Inventory Management

• Manage office supply programs according to standardized ordering procedures; this includes managing inventory, setting par levels, and placing orders.
• Stock and maintain service hubs and general supply areas.
• Coordinate special order requests.
• Perform regular floor walks and compliance checks.
• Monitor and restock canteen and pantry areas.
• Coordinate shredding services.
• Manage and resolve facility-related requests through a centralized ticketing system.
• Operate peripheral equipment as needed.

Security, Access Badge Support

• Provide authorized badge services in accordance with security operating procedures, including urgent manual deactivations and badge recycling.
• Support onboarding timelines by ensuring timely badge delivery for new hires.
• Manage and execute separation clean-outs within 30 days of employee departure.

Safety and Physical Requirements

• Adhere to all safety procedures and demonstrate high levels of safety awareness.
• Notify supervisors of potential hazards and follow security and privacy policies to protect informational assets.
• Required to stand, walk, grasp, reach, and perform repetitive motions; may require twisting, bending, and climbing.
• May lift up to 25 lbs. frequently.
• Possess close vision and the ability to focus.
• Work in an office environment with occasional exposure to dust, dirt, toner, ink, and other environmental factors.