Senior Associate, Customer Experience, Common Desk

Common Desk • Dallas, TX

3d • $19 - $20

About The Position

The Senior Associate, Customer Experience is an energetic, motivated, and confident individual who is the first point of contact for prospective members, meaning passion about the brand and an eagerness to share pertinent, up-to-date information is essential. They understand more than anyone that enthusiastic, professional customer service is the key to our success. Additionally, while the Senior Associate, Customer Experience sits in the Business Operations team, they are comfortable operating independently, and both their verbal communication and technical skills are sharp. The Senior Associate, Customer Experience at Common Desk is known for their infectious personality, desire to engage in meaningful conversation, their ability to think both critically and in the moment, and the passion they have for genuinely helping others through inbound and outbound communication channels.

Requirements

• College graduate with a four-year degree preferred, but not required.
• Must have excellent verbal and written communication skills.
• Outstanding interpersonal and multitasking skills.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
• Dedicated to professional growth through open communication and proactive self-improvement.
• Proficient in basic computer skills.

Nice To Haves

• Customer service and/or sales experience is a plus.
• Passion for entrepreneurial communities.

Responsibilities

• Engage directly with customers who contact us for a variety of topics ranging from information about a monthly membership, event inquiries, conference room rentals, questions about our mobile app, changing monthly payment method, etc. This will be via inbound phone calls, emails, Hubspot chat system, and any future added communication outlets.
• Research and problem-solve to determine appropriate solutions for the customer and follow-up as needed to resolve issues.
• Execute the sending and analyzing member survey data in partnership with Community Leadership teams.
• Using approved budgets, work alongside location Community teams to surprise, delight, and provide exceptional experiences to tours and prospective members.
• Operate with understanding, active listening, patience, empathy, and kindness to customers and Common Desk staff alike.
• Use our internal software, OfficeRnD, to help answer customer questions—whether it’s processing a payment, determining office space availability, etc— and navigate CRM through Salesforce to log potential leads for our sales team. Being detail-oriented is critical.

Benefits

• Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including: 20 days of PTO, approximately 13 paid holidays, and 80 hours of paid sick time per full calendar year; 16 weeks paid parental leave; competitive healthcare benefits; 401k plan; and life and AD&D insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees