Workplace Experience Coordinator

Job Title

Workplace Experience Coordinator

Job Description Summary

The Workplace Experience Coordinator is the key support resource for in ensuring service excellence and enhanced experience for the users and occupants within the workplace. The ideal candidate will have exceptional skills in customer service, strong knowledge of the local community, and the ability to support facilities management professionals in a faced-paced environment.

In addition, the purpose of this position is to support the facilities organization at a specific facility, set of buildings, or campus environment. The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed, well-maintained building, placing maximum emphasis on positive response to the concerns and needs of the occupants. The position coordinates the activities, vendors, and manpower required for current and future needs of the building and operations.

Job Description

• Acts as a first point of contact for service calls, requests and issues. Directs service requests to the appropriate staff or contract service for resolution including engineering, maintenance, cleaning, mechanical and vendors.

• Is the key on-site support staff for user and occupant relations. Must diligently support and maintain good working relationships with users, stakeholders and vendors.

• Implement building initiatives designed to create connections between occupants and share information regarding local attractions, events (concerts, theater, sporting events, special events, etc.), and news (road closures, traffic patterns, weather issues, etc.).Act as a hospitality concierge to visitors, leading building tours, coordinating food orders, providing local information, and regularly checking to ensure they have everything they require for a productive and comfortable visit.

• Provide occupants with information regarding the work environment and support existing and transitioning occupants within the workplace environment. This includes supporting protocols, culture, & etiquette.

• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.

• Proactively identify needed repairs, maintenance, or updates required in the workplace.

• Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.

• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.

• Assist the Workplace Experience Manager to ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.

• Assist the Workplace Experience Manager to provide "White Glove" service to Executives by meeting/greeting executive visitors to the assigned floor / area and escorting them to their destination and ensuring prompt and efficient follow up on any issues/ requests.

• Collaborate with the Workplace Experience Manager and stakeholders to obtain Voice of the Customer data to capture service needs.

• Assists in preparing vendor service contracts, preparing and obtaining vendor bids for special work and/or services.

• Assists with general administrative tasks as assigned including filing, written correspondence especially to occupants, ordering supplies, computer and data entry work, preparing spreadsheets and reports, greeting visitors and tenants, and logging and dispatching tenant service calls.

• Other assigned duties may include backup for card key programming and data entry, coordination of fire safety meetings and drills, updating and maintaining emergency manuals, maintaining training records, and retention of forms and certificates

Key Competencies

• Problem Solving/Analysis Comfortable interacting with individuals at all levels

• Must be able to work independently, multi-task and to prioritize work requests.

• Detail oriented, confident, self-starter with exceptional organizational skills

• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

• Conflict management skills with ability to work under pressure, while acting in a calm manner

• Must have strong verbal and written communication skills

• Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required

• Passion for building communities and connecting individuals

Important education

• Four-year college/university degree or a minimum of 2-3 years of equivalent work experience if no degree

• Important experience

• 1-2 years customer service experience or hospitality experience, preferably from hotel or conference services background; or commercial high-rise, campus environment, and/or property portfolio management experience.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”