The Workplace Experience Coordinator will be a key member of the Cushman & Wakefield account team as the onsite point-of-contact for our client's associates, guests, and vendors who need assistance with Facilities or Workplace Experience related questions/issues. This individual shall provide a positive experience ensuring service excellence for the users and occupants during their initial, and ongoing, interactions at the office. We are seeking a collaborative, energetic self-starter to act as the liaison between our client and our Facilities & Workplace Services organizations who will thrive in situations where this individual can interact with and help people. Job Description
Job Description - Responsibilities
Provide a warm welcome to all employees and guests, leaving them with a positive and professional first impression by communicating clearly.
Help educate employees and visitors on equipment, processes, space use, workplace protocols, and etiquette.
Cultivate and maintain trusted relationships with end users and cross functional colleagues.
Ensures positive employee/guest experience through personal interactions throughout the day.
Displays professionalism and a sense of pride in all aspects of his/her duties and responsibilities
Assists with facilities administrative responsibilities, including supply ordering, visual inspection of meeting rooms, guest spaces or supply closets, and other responsibilities as required and requested.
Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are set to standard and employee ready.
Address all incoming requests from business units on meeting room amenities and related support at multiple locations. Assists with events and meeting room reservations.
Collaborate with Facilities, IT, janitorial, and catering to provide wholistic support to employees for conference services related support at multiple locations.
Function as the first line of response to user question and troubleshoot issues. Ensure complaints, questions, and suggestions from employees are addressed and conduct follow-up, if needed.
Assists in the coordination of events/catering/ad hoc requests, including decorations and aesthetics
Cooperate with Corporate Physical Security to align security protocols for employees and visitors in the workspace with building security policies.
Understands and adheres to all safety and security protocols
Act as designated Safety Officer in the event of building emergencies directing and leading employees through developed emergency procedures in collaboration with building procedures
Function as the "eyes and ears" of the workspace and proactively submit work orders for building maintenance needs, repairs, broken or missing furniture before an employee/guest is impacted. Ensures issues are resolved in a timely manner.
Address all client inquiries and complaints, assess problems, and take the necessary corrective action.
Assist in the monitoring and assessment of vendor and property owners' performance for timely and quality completion of jobs.
Meet and escort vendors for facility repairs, maintenance, or testing.
Reviews internal work order system and reports service requests through building work order system. Communicates to facilities team, building management as tenant/landlord liaison.
Monitor work orders and check the status of open work orders with the assigned party.
Follow escalation protocols, having all required knowledge of cross functional teams' responsibilities.
Communicate frequently with client, property owners, and vendors to resolve issues and provide project status updates.
Identify and escalate process improvement opportunities to manager and collaborate on new, innovative solutions.
Remain knowledgeable regarding operational aspects of building systems.
Coordinates the recording of certificates of insurance with the building management
Supports team with reporting and maintaining internal processes
Key Competencies
Communication Proficiency (oral and written) - Comfortable corresponding with executive level clients and interacting with individuals at all levels. Technology Proficiency - Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) is required. Must be able to use laptop, mobile device, and wireless technologies, comfortability learning proprietary tech tools. Customer Focused - Showcase exceptional emotional intelligence and empathy. Professional - Project an approachable and professional image in personal appearance, manner, and demeanor. Character - Demonstrate integrity, accountability, self-awareness, strong work ethic, and ability to exercise good judgement. Initiative - Maintain a "can do" mentality with the ability to act with minimal information. Sense of Urgency / Resilient - Ability to work under pressure, while acting in a calm manner Detail Oriented - Organized, confident, self-starter with exceptional organizational skills. Time Management Skills - Ability to prioritize workload, successful multi-tasker. Team Orientation - Collaborate with C&W team. Build strong relationships with the client, guests, vendors. You enjoy and thrive at continually growing relationships.
Important Experience
Preferred: Four-year college/university degree
Minimum: high school degree or 4-7 years of related work experience in facilities services, travel/hospitality, retail, reception/concierge, in lieu of a degree.
Customer service experience required.
Experience tracking multiple projects from start to finish through a work request system like ServiceNow, Yardi, or Famis360.
WORK ENVIRONMENT
This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, multi-function copiers, and filing cabinets. May be required to travel outside in varying weather conditions. Ability to assist setting/resetting meeting room and collaboration area furniture. Monitor supply inventories and order as needed.
This is a general statement of expectation and responsibilities for this position and support of the client. All duties are subject to change and adjustment depending on account needs.
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.
The compensation for the position is: $22.11 - $27.75
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
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.
