Job description
Position Overview
The Guest Experience Partner’s purpose is to provide world class service to all internal and external personnel that enter buildings within the Exact Sciences’ campus. This role will also be responsible for executing tasks and tactics to support special projects for the Guest Experience and Employee Amenities cross-functional teams. The Guest Experience Partner will collaborate across departments to support projects to ensure business objectives are met and accomplished on time and meet quality standards. This role will be accountable for work with cross-functional teams to deliver smaller-scale projects and specific portions of mid-scale projects.
Essential Duties
Include but are not limited to the following:
- Ensure on-time delivery of project goals.
- Lead defined small and medium-sized projects and components of large projects.
- Keep project management related information organized and available to appropriate stakeholders.
- Coordinate and provide communication updates to key stakeholders, management, and project teams.
- Lead and support process improvement initiatives with the Guest Services team.
- Welcome and acknowledge all guest utilizing the 10/5 rule.
- Act as first point of contact for all activities and emergencies in the lobby; remaining alert at all times.
- Serve as point person, taking ownership of any challenges that may arise within the lobby operation; resolve them or follow escalation procedures, as required.
- Adaptable to rapid changes in priorities, strong sense of urgency, and able to identify ways to work together to achieve results needed for all requests.
- Anticipate and address guests’ needs.
- Escort high touch clients to meeting destinations within designated building.
- Maintain exceptional appearance of front desk area and ensure it is in an orderly state at all times.
- Receive incoming calls, manage requests for information/assistance, and route other calls.
- Monitor multiple shared email inboxes and triage incoming requests.
- Leverage internal relationships for success with cross-functional projects.
- Maintain shared filing system to track critical information.
- Maintain clear and complete records which comply with Exact Sciences’ Quality System.
- Handle confidential and business critical information.
- Follow guidelines laid out by the company (i.e., branding, style guide, etc.).
- Promote teamwork and quality service through daily communication.
- Ability to report with a polished, personable and professional appearance and manner.
- Ability to direct guests/clients in the appropriate direction.
- Ability to develop and maintain positive working relationships with others and support teams to reach common goals.
- Ability to consistently perform well during times of increased workload.
- Ability to quickly analyze a situation, come up with solutions, and implement them.
- Motivated self-starter and creative problem-solver.
- Proactive, approachable, solution focused.
- Excellent oral and written communication and interpersonal skills.
- Excellent internal and external facing customer service skills.
- Excellent attention to detail and organizational skills.
- Ability to maintain confidential information.
- Adaptable, open to change, and able to work in ambiguous situations and respond to new information and unexpected circumstances.
- Ability to work in a fast-paced ever-changing environment.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Regular and reliable attendance.
- Ability to work designated schedule.
- Ability to work nights and/or weekends, as needed.
- Ability to work overtime as needed.
- Ability to lift up to 40 pounds for approximately 20% of a typical working day.
- Ability to work seated for approximately 90% of a typical working day. Ability to work standing for approximately 10% of a typical working day.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
- Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
- Ability to work on a computer and phone simultaneously.
- Ability to use a telephone through a headset.
- Ability and means to travel between Madison locations.
- Ability to travel 5% of working time away from work location, may include overnight/weekend travel.
Minimum Qualifications
- High School Diploma or General Education Degree (GED).
- 5+ years of experience in an administrative, hospitality, or role within an office environment.
- 2+ years of project coordination or management experience.
- Professional working knowledge of Exact Sciences in a professional and branded manner.
- Proficient computer skills to include Internet navigation, Email usage, and word processing.
- Proficient in Microsoft Office.
- Authorization to work in the United States without sponsorship.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Preferred Qualifications
- Coursework or professional working knowledge in event planning/group events.
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If you need any assistance seeking a job opportunity at Exact Sciences, or if you may require a reasonable accommodation with the application process, please call our Recruitment Coordinator at 608-535-8841 or email
jobs@exactsciences.com
.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.
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