Workplace Experience Coordinator

Cushman & Wakefield•Tampa, FL

1d•Onsite

About The Position

The Workplace Experience Coordinator is the key support resource for the Workplace Experience Manager, ensuring service excellence and an enhanced experience for users and occupants within the workplace. This role requires exceptional customer service skills, strong knowledge of the local community, and the ability to support facilities management professionals in a fast-paced environment. The position's purpose is to support the facilities organization at a specific facility, set of buildings, or campus environment. It is responsible for the day-to-day implementation of policies, procedures, and programs to ensure a well-managed and well-maintained building, with a strong emphasis on responding positively to occupant concerns and needs. The Coordinator also manages the activities, vendors, and manpower required for the building's current and future needs. This includes day-to-day people management duties for all Ambassadors, such as managing schedules, providing guidance, and ensuring team expectations are met. The role provides operational oversight of the Workplace Experience Program, coordinating daily with service line leads, direct reports, and the Workplace Experience Manager. The Coordinator acts as the primary escalation point for Ambassadors, ensuring all complaints, questions, and concerns are properly addressed. They cross-train Ambassadors across various spaces like conference rooms, concierge desks, and open workstations to promote uniformity and expand their knowledge base for holistic end-user support. The Coordinator identifies and escalates service gaps or process improvements, collaborating with the Manager on innovative solutions. They oversee space readiness and service quality throughout the building, providing support in heavily trafficked areas as needed. High-touch support is provided to key stakeholders and VIPs, including tools, information, and wayfinding. The role ensures a positive and professional first impression for all associates and guests. It involves reviewing quantitative and qualitative employee feedback to capture service needs, tracking themes and trends to share with the Manager. The Coordinator acts as the 'eyes and ears' of the workplace, proactively submitting work orders for repairs, maintenance, or broken/missing furniture before end-user impact.

Requirements

Exceptional skills in customer service
Strong knowledge of the local community
Ability to support facilities management professionals in a faced-paced environment

Responsibilities

Serve as the key support resource for the Workplace Experience Manager in ensuring service excellence and enhanced experience for users and occupants within the workplace.
Support facilities management professionals in a fast-paced environment.
Implement day-to-day policies, procedures, and programs to assure a well-managed, well-maintained building.
Place maximum emphasis on positive response to the concerns and needs of the occupants.
Coordinate activities, vendors, and manpower required for current and future needs of the building.
Perform day-to-day people management duties for all Ambassadors, including managing schedules, providing guidance, and ensuring the team meets expectations.
Provide operational oversight of the Workplace Experience Program for a dedicated building or set of buildings.
Coordinate daily with other service line leads, direct reports, and the Workplace Experience Manager.
Function as the primary escalation point for Ambassadors and ensure all escalated complaints, questions, and concerns are properly addressed.
Cross train Ambassadors assigned to various spaces in the building (Conference Spaces, Concierge Desks, open workstations) to promote uniformity and expand their knowledge base.
Identify and escalate gaps in service or process improvements.
Collaborate with the Manager to implement new, innovative solutions.
Oversee space readiness and quality of service across the building.
Service heavily trafficked spaces as needed to support the delivery of team responsibilities.
Provide high touch support to key stakeholders and VIPs in the workplace, including providing employees with tools, support, information, and wayfinding.
Provide a warm welcome to all associates and guests, leaving them with a positive and professional first impression.
Review voice of the employee data (quantitative and qualitative) to capture service needs.
Track themes and trends to share with the Manager.
Function as the eyes and ears of the workplace and proactively submit work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.