Customer Experience Associate,, Dallas

Customer Experience Associate, Common Desk, Dallas

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Common Desk, a WeWork company, specializes in creating workspace communities where everyone finds a profound sense of belonging. We deliver quality workspace products, services, and amenities inside state‑of‑the‑art buildings over meaningful moments, specialty coffee, and unparalleled hospitality. Since we first opened in 2012, we believe people‑focused work spaces are the key to happy professional environments. Our co‑working spaces exist to help people enjoy showing up to the office to do what they do best every day of the week.

• 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, Hub Spot 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.
• 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.
• Operate with a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open‑minded to grow. Many of our staff members have grown into other roles and leadership positions, so having a long‑term career focus is ideal.
• Use our internal software, Office
  
  RnD, 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.

• 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.

• Reaching or exceeding quarterly goals around call answer rate on all incoming calls.
• Maintaining an average handle time (AHT) of two minutes or less.
• Returning all missed calls within a one hour time frame.
• Adding and assigning leads correctly in Salesforce when necessary.
• Responding to emails within 30…