Workplace Experience Coordinator

Job Description Summary

The Workplace Experience Coordinator is the key support resource for the Workplace Experience Manager in ensuring service excellence and enhanced experience for the users and occupants within the workplace.

Workplace Experience Coordinator

The Workplace Experience Coordinator is the key support resource for the Workplace Experience Manager in ensuring service excellence and enhanced experience for the users and occupants within the workplace. The ideal candidate will have exceptional skills in customer service, strong knowledge of the local community, and the ability to support facilities management professionals in a faced-paced environment. In addition, the purpose of this position is to support the facilities organization at a specific facility, set of buildings, or campus environment.

The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed, well-maintained building, placing maximum emphasis on positive response to the concerns and needs of the occupants. The position coordinates the activities, vendors, and manpower required for current and future needs of the building and operations.

The Workplace Experience Coordinator is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they are able to thrive in a dynamic environment. The Workplace Experience Coordinator will be responsible for a dedicated zone or building, acting as the first line of response for all employee questions and needs in that zone or building.

This individual will also be responsible for ensuring daily space readiness, so employees can be productive without friction or challenges. The Ambassador will function as the “eyes and ears” of the workplace - proactively identifying and solving issues before they pose a challenge to an employee. We are looking for a highly collaborative self-starter who enjoys solving problems, has fantastic communication skills, and can bring an elevated customer experience to employees and visitors in the workplace environment.

• Provide high touch support to employees in the workplace. This includes, providing employees with tools, support, information, and way finding.
• Provide a warm welcome to all employees and guests, leaving them with a positive and professional first impression.
• Cultivate and maintain trusted relationships with end users and cross functional colleagues.
• Act as the first line of response to user questions, troubleshoot issues, and follow up as required.
• Regularly assess space readiness, ensuring work spaces, conference rooms, and offices are properly equipped and employee ready.
• Function as the “eyes and ears” of the workspace and proactively submit work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.
• Help educate employees and visitors on equipment, processes, space use, workplace protocols, and etiquette.
• Ensure complaints, questions, concerns, and suggestions from employees are addressed and conduct follow-up, if needed.
• Obtain voice of the customer data (quantitative and qualitative) to capture service needs. Share information with managers, as relevant.
• Follow escalation protocols, having all required knowledge of cross functional teams’ responsibilities.
• Identify and escape process improvement opportunities to manager and collaborate on new, innovative solutions.

• Communication – Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• EQ – Showcase exceptional emotional intelligence and empathy
• Organized – Detail oriented, confident, self-starter with exceptional organizational skills
• Proactive – Maintain a “can do” mentality with the ability to act with minimal information
• Character – Demonstrate integrity, accountability, self-awareness, and strong work ethic. Showcase strong business acumen.
• Profess…