• Reception Group Lead

    Location US-CA-Redlands
    Job Category
    Administrative Support
    Job ID
  • Overview

    Leverage your previous leadership experience and your ability to foster effective guidance, coaching, and team collaboration to lead the day-to-day activities of our reception team. In this role, you may also have the opportunity to perform as a senior internal systems resource.


    • Manage, develop, and coach reception staff, including supervision of day-to-day activities
    • Monitor the quality and quantity of efficiency and support the receptionists provide which includes coordinating staff scheduling, ensuring receptionists know and follow organizational policies, providing coaching and performance evaluations, and establishing a cooperative environment fostering a smart and efficient team
    • Supervise my.esri webform case submissions, various Outlook inboxes, and reception case queue
    • Manage the onboarding and offboarding processes and administrative tasks for receptionists
    • Build relationships with appropriate members of internal departments
    • Work with business analysts, IST, and international vendors regarding workflows and projected and launched projects
    • Coordinate meetings, testing, and knowledge transfer sessions related to Salesforce, SAP, CCPulse, UDT, Genesys/CTI, and Compass
    • Document internal processes for reception and others related to management of phones, UDT, chat, Outlook inboxes, and other workflows
    • Participate in the recruiting process for receptionists
    • Conduct biannual performance reviews for full-time employees


    • 1+ years of experience in a technical or supervisory role
    • Ability to work well independently as well as part of a team
    • Strong attention to detail
    • Demonstrated ability to organize and work on multiple concurrent projects
    • Proven ability to effectively communicate
    • Bachelor’s in business or other related field

    Recommended Qualifications:

    • Experience supervising and effectively training technical staff
    • Experience working in customer service or support organizations
    • Proficient in relevant supported technologies




    The Company

    Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.


    Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.


    Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.


    If you need a reasonable accommodation for any part of the employment process, please email and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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