Guest Experience Partner I

Help Us Change Lives

At Exact Sciences, we're helping change 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 guests 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

Preferred Qualifications