Senior Associate, Customer Experience, Common Desk

Common Desk • Dallas, TX

5d • $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

• You will be a self-starter and a curious, thoughtful communicator who leads with a customer-first mentality.
• You will be known for your uncanny ability to multitask, yet still, perform every assignment with immaculate precision.
• You will make sure every inquiry is responded to promptly and accurately.
• You will be solutions-focused and willing to go above and beyond to get the job done.
• You won’t be a script reader.
• You will be someone who can engage with our customers on a personal level and think critically and technically to get the customer the correct information, oftentimes while getting creative with solutions.
• You will operate with ownership, be a self-starter, and have strong attention to detail.
• You will bring a proven ability to maintain confidentiality and secure sensitive information.
• You will be flexible and open to new and innovative solutions.
• You will adhere to the rules, guidelines, and best practices for the community to optimize member experience.
• You will tie everything you do back to our brand mission and vision.
• You will attack any task, big or small, with a sense of urgency.
• You will communicate clearly and effectively to upper management and internal departments.
• You will be willing to adjust course when presented with appropriate new ideas or objectives.
• You will maintain company standards and expectations.
• You will work strategically and make decisions with confidence and tact.
• You will have a passion and commitment to the business.
• You will operate with understanding, active listening, patience, empathy, and kindness to customers and Common Desk staff alike.
• You will have a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open-minded to grow.
• You will aid in the creation of a collaborative, joy-filled environment amongst our members through events, networking, and personal introductions.
• College graduate with a four-year degree preferred, but not required.
• Customer service and/or sales experience is a plus.
• 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.
• Passion for entrepreneurial communities.
• Proficient in basic computer skills.

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