Workplace Experience Coordinator

Cushman & Wakefield•Jersey City, NJ

2d•$24 - $28•Onsite

About The Position

The Workplace Experience Coordinator acts as a first point of contact for service calls, requests, and issues, directing them to the appropriate staff or contract service for resolution. This role is the key on-site support staff for user and occupant relations, responsible for maintaining good working relationships with users, stakeholders, and vendors. The coordinator provides hospitality services to visitors, including building tours and local information, and ensures their comfort and productivity. They also inform occupants about the work environment, support existing and transitioning occupants, and continuously seek innovative ways to enhance service delivery and the employee experience. Proactively identifying needed repairs and maintenance, communicating essential information to various parties, and assessing space readiness are also key functions. The role assists the Workplace Experience Manager with addressing occupant concerns, providing "White Glove" service to executives, and collaborating to gather customer feedback. Administrative tasks such as filing, correspondence, supply ordering, data entry, and preparing reports are also part of the duties. Additional responsibilities may include backup for card key programming, coordination of fire safety meetings and drills, and maintaining records.

Requirements

Four-year college/university degree or a minimum of 2-3 years of equivalent work experience if no degree
1-2 years customer service experience or hospitality experience, preferably from hotel or conference services background; or commercial high-rise, campus environment, and/or property portfolio management experience.
Problem Solving/Analysis
Comfortable interacting with individuals at all levels
Must be able to work independently, multi-task and to prioritize work requests.
Detail oriented, confident, self-starter with exceptional organizational skills
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Conflict management skills with ability to work under pressure, while acting in a calm manner
Must have strong verbal and written communication skills
Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required
Passion for building communities and connecting individuals

Responsibilities

Acts as a first point of contact for service calls, requests and issues. Directs service requests to the appropriate staff or contract service for resolution including engineering, maintenance, cleaning, mechanical and vendors.
Is the key on-site support staff for user and occupant relations. Must diligently support and maintain good working relationships with users, stakeholders and vendors.
Act as a hospitality concierge to visitors, leading building tours, coordinating food orders, providing local information, and regularly checking to ensure they have everything they require for a productive and comfortable visit.
Provide occupants with information regarding the work environment and support existing and transitioning occupants within the workplace environment. This includes supporting protocols, culture, & etiquette.
Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
Proactively identify needed repairs, maintenance, or updates required in the workplace.
Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.
Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.
Assist the Workplace Experience Manager to ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.
Assist the Workplace Experience Manager to provide “White Glove” service to Executives by meeting/greeting executive visitors to the assigned floor / area and escorting them to their destination and ensuring prompt and efficient follow up on any issues/ requests.
Collaborate with the Workplace Experience Manager and stakeholders to obtain Voice of the Customer data to capture service needs.
Assists with general administrative tasks as assigned including filing, written correspondence especially to occupants, ordering supplies, computer and data entry work, preparing spreadsheets and reports, greeting visitors and tenants, and logging and dispatching tenant service calls.
Other assigned duties may include backup for card key programming and data entry, coordination of fire safety meetings and drills, updating and maintaining emergency manuals, maintaining training records, and retention of forms and certificates.