Workplace Experience Coordinator

Cushman & Wakefield•Tampa, FL

1d•Onsite

About The Position

The Workplace Experience Coordinator is a key support resource for the Workplace Experience Manager, focused on 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 maintained building, with a strong emphasis on positive response to occupant concerns and needs. The coordinator also manages the activities, vendors, and manpower necessary for the current and future needs of the building.

Requirements

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

Responsibilities

Responsible for the day-to-day people management duties for all Ambassadors at a specific building or set of buildings, including managing schedules, providing guidance, and ensuring that the team is meeting expectations.
Provides operational oversight of the Workplace Experience Program for a dedicated building or set of buildings and coordinates daily with other service line leads, direct reports, and the Workplace Experience Manager.
Functions as the primary escalation point for Ambassadors and ensures all complaints, questions and concerns that were escalated have been properly addressed.
Cross trains Ambassadors assigned to various spaces in the building – Conference Spaces, Concierge Desks, open workstations - to promote uniformity and to expand the Ambassadors knowledge base so that they are able to support end users holistically.
Identifies and escalates gaps in service or process improvements and collaborates with the Manager to implement new, innovative solutions.
Oversees space readiness and quality of service across the building, and services 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.
Provides a warm welcome to all associates and guests, leaving them with a positive and professional first impression.
Reviews voice of the employee data (quantitative and qualitative) to capture service needs, tracking themes and trends to share with the Manager.
Functions as the eyes and ears of the workplace and proactively submits work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.