Home Office Experience & Executive Support Associate

Company Description

Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.

Who We Are

• We are Canada’s Cultural Department Store
• Books are our heart and our soul and Great Books are JUST the Beginning…
• We love books and all things beautiful

We Play By The Following Rules

• We seek to ignite creativity and innovation every day
• We treat each other the way we’d treat a valued friend
• We give back to the communities in which we operate
• We inspire each other to do our best work
• Our job is to create joyful moments for our customers
• We exist to add joy to our customers’ lives each and every time they interact with us and our products

MISSION

The Associate, Home Office Experience & Executive Support is the first point of contact for Home Office, providing a joyful, professional, and exceptional level of customer service to all internal and external visitors by championing the Indigo spirit and brand. The position also provides consistently strong Executive level administrative support, by optimizing and enhancing the productivity of the Executive.

KEY PERFORMANCE METRICS

• Satisfaction level of Home Office staff and all Indigo locations
• Overall cleanliness and functionality of the Reception Area, Boardroom and Meeting Rooms
• Satisfaction level of visitors and external callers to the Home Office
• Satisfaction level of the Executive being supported
• Completion of projects/tasks on time, to specified standard
• Accuracy of direction of calls and emails

Key Accountabilities

Functional

• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Execute administration of travel and hotel arrangements, in addition to prepare expense reports for processing with Executive oversight
• Book meeting location/rooms
• Welcome incoming visitors to Home Office in a warm, courteous and professional manner, advising employees of visitor arrivals in a timely manner. Offer coat check if applicable and refreshments if convenient
• In collaboration with the Associate, Home Office Operations, contact courier companies and advise of outgoing packages, collect and sign for incoming packages and advise recipients in a timely manner
• Assist the Executive Support team with Boardroom set up if required and ensure the Boardroom is clean after each meeting.
• Monitor and resolve scheduling conflicts using independent judgement, and with Executive’s input where appropriate
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them
• Ensure all Home Office meeting rooms are kept in good order (straighten chairs, cords tucked away., ensure technology is functional, etc.)
• Proactively identify and anticipate customer expectations and needs
• Liaise with Team Lead, Security to issue all security pass cards to Indigo Home Office employees, contractors and guests. Update Loss Prevention of any issues
• Email management as directed by the Executive, including responding to and redirecting mail/email, following-up on deadlines and commitments to ensure all business items are appropriately executed
• Determine meeting priority and coordinate times with other attendees
• Assist the Manager, Home Office Operations and Executive Support team with ad-hoc requests as needed
• Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers
• Provide a high level of service in answering and directing all calls in a professional and efficient manner
• As assigned, manage Executive’s calendar and basic administration for optimal efficiency:
• Follow security procedures for all couriers and visitors
• Maintain Office Signage standards and liaise with Creative dept as required.
• Redirect any reported building maintenance issues to the Facilities team for resolution
• Ensure that the reception area is tidy, clean and welcoming at all times

People

• Help others see the impacts of their efforts and proactively engage other functions to get input
• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Encourage others to freely share their point of view and be open to feedback
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

Cultural

• Celebrate diversity of thought and have an open mindset
• Embrace, champion and influence change through your team and/or the organization
• Model Indigo’s beliefs and convey a positive image in everything you do
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes

SCOPE

Reports to: Manager, Home Office Operations

KEY RELATIONSHIPS

Internal

• Executive Assistants
• Executive (as assigned)
• Home Office/Stores/D.C. Staff
• Facilities, Security and IT Support Teams.

External

• Visitors/Callers to Home Office
• Vendors

Qualifications

Work Experience / Education / Certifications

• French Language Skills an asset
• Minimum of 1-2 years reception/administrative assistant/team coordinator experience; preferred service industry and corporate (front desk) environment
• High school diploma

Competencies / Skills / Attributes

• Strong computer skills including advanced Microsoft Office (Excel, Word, Outlook, Powerpoint)
• Ability to be flexible in duties and take on additional tasks as necessary
• Strong knowledge of the Meridian Telephone System
• Ability to work core in-office hours with the flexibility to adapt as the business requires
• Troubleshooting and problem-solving abilities; able to exercise independent judgment and make sound decisions
• Strong customer service orientation and positive attitude
• Ability to lift boxes up to 30 lbs
• Excellent verbal and written communication skills
• Demonstrated ability to prioritize multiple tasks, maintain attention to detail, and execute on deliverables
• Ability to build strong relationships across the company and to know when and how to involve others

Additional Information

At Indigo, we are committed to our communities, our customers, and each other; together we can make a positive impact. We know that fostering diversity and inclusion brings out your full potential and creates a joyful and welcoming environment for everyone. We are driven to be an equitable employer, which highly values your diverse backgrounds, experiences, and perspectives. We believe that you, in all your uniqueness, belong at Indigo. We welcome all applicants and encourage applications from individuals who identify as Black, Indigenous, a person of colour, LGBTQ2+ and people with disabilities. Accommodations are available upon request to individuals who self-identify as having a disability or special need. Please contact Human Resources at [email protected] if you require an accommodation at any time during the recruitment process.

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