Business Support, Customer Service

JLL•New York, NY

1d•Onsite

About The Position

Our goal is to be the most welcoming and friendly place to work; our people deliver this with a fun and caring attitude. Our Workspace Experience Ambassadors build a sense of community within the workspace & create memorable experiences through supporting colleagues and their work, regardless of where that is. Joining our team as a Workspace Experience Ambassador, you will help build and lead a supportive and social community, where we can all be at our best. To achieve this, the Ambassador creates a welcoming atmosphere and is the primary point of contact for all employees and their visitors. The core focus is to be an unrivalled experience creator for all colleagues, build long term relationships, and use workspace data to enhance the workspace experience. We always: Choose to be happy and care about the happiness of others. Are open and true to ourselves and others. Are accountable and care about facing challenges and owning them. Care about being engaged with heart and mind. Provide an exceptional hospitality experience at every touch point. Passionate about performance and solutions. Praise and acknowledge success. Care about our environment and our future. Our goal is to provide enhanced workplace experiences that will be long remembered by our clients. In this role you will be a part of delivering a best-in-class experience for our client’s personnel, customers, and guests in a connected workspace which promotes a culture of inclusion and safety. With a focus on creating an environment that enhances productivity, collaboration, and wellbeing, you'll have the opportunity to create exceptional workplace experiences and drive employee satisfaction and engagement to create opportunities for everyone to flourish. Our colleagues prioritize the health and safety of people and buildings. This includes following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures. By actively adhering to these expectations and following One Team S.A.F.E.R together vision, we can create a secure and healthy working environment for everyone involved. You are responsible for leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what". By embracing curiosity to explore data, courage to act on insights and collaboration to communicate the change we will ensure we meet JLL and HSBC's strategic desire for data-driven decisions. You will be part of delivering best-in-class sustainability solutions for our client, promoting resource efficiency, energy conservation, and environmental stewardship. With a focus on creating a culture of environmental responsibility, you'll have the opportunity to support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals. Your efforts will play a vital role in creating a more sustainable built environment and fostering a healthier planet for generations to come.

Requirements

2+ years of relevant experience in customer service, events, sales, or related industries
Proficient computer skills such as MS office and email etiquette
Flexible to work in shifts or occasionally out of hours when requested
Excellent communication skills (both verbal and written)
Good negotiation skills, coordination, and networking capability
A great sense of teamwork, accountability, mindfulness, and the willingness to go the extra mile for the users and your team
Understand how to interpret and use feedback to increase service levels and enhance key touch points
Be competent in translating feedback data
Be knowledgeable about current and future technology resources that are available in the industry to offer an enhanced hybrid service
Be able to handle pressure, think quickly and calmly
Have an energetic, cheerful, and outgoing personality

Nice To Haves

Prior experience in co-working, corporate real estate or start-up experience would be an advantage

Responsibilities

Deliver an exceptional experience to our colleagues to enable them to flourish
Create a welcoming, first-class atmosphere for colleagues and their visitors
Take ownership of all services within the hybrid workspace
Proactive attitude and delivery to enhance the service offering
Ensure that the space is maintained to a high standard and have minimal complaints
Build relationships and encourage interaction between colleagues
Drive and develop the community by organising engaging, popular events and map the participation
Understand the needs of the business and what drives the businesses you support
Create a culture of Community Well Being, supporting and guiding colleagues through the challenges & opportunities of the new workspace environment
Support and collaborate with other Experience Ambassadors to deliver the shared vision
Orientation of new hires so that they are valued and welcome, including arranging access and providing welcome packs and a site tour
Collect and analyse workspace data to improve the workspace experience
Engage with colleagues to understand workstyle behaviour’s and make recommendations on how to improve the overall employee experience based on their feedback
Document your stakeholder plan and report on engagement activities, success stories and community meetings
Be abreast of current MyDay initiatives and support /promote as required
Weekly updates to Regional Workspace Experience Manager in regard to the workspace experience; event calendar, workspace data and change management
Building a concious community through a local event calendar (align to the regional calendar)
Synergise event initiatives and messaging on shared goals with ERGs, HR, and contractors
Drive collaboration and partnerships across a range of different industries through the community calendar – E.g., craft-making workshops with a distributor, yoga sessions with an influential instructor etc.
Immerse yourself within the work profile of each business to communicate and promote events and offerings to enhance the community engagement
Gatekeeper of the digital signage and communication displays
Contribute to monthly newsletter to connect with users and to promote community activities
Work alongside the Catering and Events team to brainstorm, plan and organise events, relating to the community’s interests
Develop an engaging content plan, including blog pieces, articles, social media posts, newsletters, and videos and ensure events are consistently promoted in a timely manner
Work with the communications team to create event collateral and promotion materials for events in a timely manner
Engage with the online community and respond to comments and requests
Take ownership of resolving issues and providing a personal follow-up as necessary
Responsible for maintaining up to date Customer journeys and to map service standards
Work with BI&T team to Introduce innovative technical solutions to increase Customer Experience, to increase engagement with events and to demonstrate efficiency through these tech solutions
Following established safety protocols, reporting hazards/ incidents, maintaining cleanliness, encouraging safe practices, and staying informed about health and safety measures
Report at least two good catches per year, attend the SAFER together workshop and complete all safety trainings within the due date
Leveraging your expertise to find actionable insights from our data and translate it into action, clearly communicating the "what", "so what" and "now what"
Support innovative sustainability initiatives and drive continuous improvement across our operations and contribute to our client’s sustainability goals