POSITION CONCEPT:
This position works as part of the service delivery team that is aligned to one or more customers. He/she will have a focus on the following:
• Delivery of service that meets the Service Level Agreements and delights the customer
• Supporting the achievement of productivity improvements
• Contributing to service transformation and business growth

SCOPE: The work undertaken by the role holder is completed in line with the Service Level Agreements and Statements of Work relevant for the customer.
Overview of Tier Responsibilities: These positions will have primary or secondary responsibility in any of the services within their tier. They will be responsible for delivering high standards of quality service. A high level overview of the major responsibilities for each level is as follows: Tier 1 - Mail, courier, shipping, switchboard, imaging, servery, office administrative, basic finishing, and basic equipment care

ESSENTIAL DUTIES: The following describes the main job duties by work area for the XS Account Associate Tier 1 Profile. Duties for a specific role may include - but are not limited to - these duties. Specific roles may also include duties from other tiers as a portion of their duties.
General
• Ensure customer issues and escalations are resolved or further escalated as appropriate
• Conduct quality checks on own work to ensure accuracy and required output is to standards
• Adhere to all safety procedures
• Perform backfill duties for absent coworkers
• Perform other duties as assigned by Manager Office
• Perform basic office copying
• Set up meeting boardrooms to required layout
• Fulfill various facilities requests
Mail/Courier
• Receive, sort and process mail documents packages and supplies. Notify recipients as appropriate
• Deliver and pick-up mail on scheduled mail runs. Driving a vehicle may be required for some client locations
• Deliver paper / toner etc. to office equipment maintaining records of delivery
• Perform outgoing postal and courier duties utilizing shipping / postal systems ensuring most efficient and cost effective method
• Track, trace and resolve mail or courier issues
• Fully operate clean and maintain all shipping and mail equipment
• Contact third party service provider for mail and shipping equipment if required
Basic Finishing
• Perform basic finishing tasks such as: collating, folding, inserting, assembling documents, packaging, drilling, cutting
Equipment Care
• Maintain, clean and tidy fleet devices and surrounding environment
Switchboard
• Receive and direct multiple incoming telephone calls on a multi-line telephone system
• Schedule meetings for clients utilizing paper-based system or meeting room software
Administration
• General Administrative Support functions such as: supplies fulfillment, filing, entering Meridian data, preparing correspondence reports, statements, and clerical duties of a general nature
• Complete and maintain all logs and reports including month-end reports
• Input Meridian (billing system) requisitions
• Order and replenish consumables, forms inventory and other supplies items as required.
Imaging
• Operate scanning equipment to convert paper documents to digital (scan, file)
• Perform document searches - retrieve paper / electronic documents
• Manage inactive records / facilitate document destruction
Servery
• Manage and maintain servery station and supplies
• Manage catering requests for clients
• Continuous Improvement
• Support site continuous improvement programs including 5S, a site efficiency methodology

REQUIRED SKILLS:
• Proven ability to work under pressure handling multiple tasks to ensure timely completion of all activities
• Able to listen and communicate effectively
• Able to read, write and follow basic English instructions
• Ability to lift and move up to 50 pounds
• Basic math skills (add, multiply, divide)
• Basic computer skills (keyboard, mouse functions)
• Possess a valid driver’s license (as required)

EDUCATION/EXPERIENCE:
• High School Diploma or equivalent certification
• Health and safety certification (WHMIS) EXPERIENCE:
• Experience in customer facing / customer service role (minimum 1 year experience)