Guest Experience Partner I

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At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Guest Experience Partner I's purpose is to provide world class service to all external personnel that enter buildings within the Exact Sciences' campus. This position interacts primarily with visitors, candidates and vendors to gather and exchange information.

Essential Duties

Include but are not limited to the following:

• 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.
• Perform office security function by following safety policies and controlling access via the reception desk (through visitor management system, issue visitor and temporary badges.)
• Provide customer support in a prompt, friendly, and timely manner, follow-up through to resolution.
• Anticipate and address guests' needs.
• Direct guests/clients in the appropriate direction; escort high touch clients to meeting destinations within designated building.
• Maintain exceptional appearance of front desk area and ensure it is always in an orderly state.
• Answer, screen and route incoming calls.
• Monitor multiple shared email inbox and triage incoming requests.
• Maintain shared documentation and filing system.
• Maintain clear and complete records which comply with Exact Sciences' Quality System.
• Handle confidential and business critical information.
• Accept deliveries and mail, sort, organize and distribute to the correct recipients.
• Follow guidelines laid out by the company (i.e., branding, style guide, etc.).
• Participate in various projects and tasks in accordance with business needs and demands.
• Order front office supplies and keep inventory of stock within budget parameters, as needed.
• Ability to report with a professional appearance and welcoming presentation and demonstrate an enthusiastic and respectful positive attitude. Display strong interpersonal skills to relate easily with people of various background and personalities.
• Ability to establish and maintain positive working relationships, build rapport with teammates, customers, and guests and support teams to reach common goals.
• Ability to quickly analyze a situation, come up with solutions, implement them and inform those impacted.
• Motivated self-starter and creative problem-solver.
• Ability to work both independently as well as in a team-oriented environment to accomplish assigned tasks and goals.
• Proactive, approachable, solution focused.
• Excellent oral, written communication and interpersonal skills.
• Excellent internal and external facing customer service skills.
• Excellent attention to detail and organizational skills.
• Excellent multitasking and time-management skills, with the ability to prioritize tasks.
• 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 adapt and maintain composure in high pressure and fast-paced, ever-changing environment. Display working knowledge of Exact Sciences in a professional and branded manner.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• 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 50 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 move within buildings, taking stairs and/or elevator, utilizing cart to assist with supplies deliveries, package and/or mail shipments and/or deliveries, to display announcements, and perform rounds (stocking office supplies, organizing and stocking supply nooks, and ensure meeting rooms are stocked, organized, and clean) for up to 40% 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 80% 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 to comply with any applicable personal protective equipment requirements.
• Ability and means to travel between local Exact Sciences locations.
• Ability to drive a vehicle between Exact Sciences locations as business needs require.
• 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).
• 1+ years of experience in an administrative, hospitality or role within an office environment.
• Proficient with office equipment (e.g. fax machines and printers).
• Basic computer skills to include Internet navigation, Email usage, and word processing.
• Proficient in Microsoft Office to include Excel macros and pivot tables and Word mail merge.
• Legal authorization to work in the country of employment without current or future sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Possession of a valid driver's license; no suspended, revoked, surrendered, invalid, etc. allowed.
• No more than two moving violations, events, or accidents within the last 36 months.
• No alcohol or drug event in which a vehicle was driven by the candidate or employee, including but not limited to Blood Alcohol Content (BAC) failure, refusal to submit to alcohol or drug test, alcohol related suspension, etc. in the last 36 months.
• No other results from the Motor Vehicle Report (MVR) check that exposes Exact Sciences to what Exact Sciences deems to be an unacceptable level of liability.

Preferred Qualifications

• Familiarity with Cloudgate Visitor Management System.
• Familiarity with SAP accounting, financial management.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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