Lead Workplace Experience Coordinator

Job Title

Lead Workplace Experience Coordinator

Job Description Summary

The Workplace Support Lead assists with client site-level support and will be a key member of the Cushman & Wakefield onsite account team for client workplace management to ensure successful service delivery. The role supports the Facility Management Team with on-going facility and operational related responsibilities.

Job Description

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provide general overall workplace support and operations services, including continuous monitoring of office/facility teams such as reception, office services, and shipping & receiving
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready.
• Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery.
• Follow up with clients to ensure customer satisfaction
• Respond to all facility inquiries and complaints, assess problems and take the necessary corrective action
• Remain knowledgeable regarding all operational aspects of office and workplace services
• Proactively identify needed repairs, maintenance, or updates required in the workplace.

• Coordinate with outside contractors for the service and repairs of equipment
• Project an approachable and professional image in personal appearance, manner, and demeanor.

• Follow protocol for effective building-specific maintenance and safety procedures
• Maintain on-going communication with contractors, client, and team
• Complete site inspection within the assigned building portfolio
• Create work orders and assign work orders to the workplace and office staff, subcontractors, and vendors
• Report on open and closed work orders and check the status of open work orders with the assigned party
• Assist in the monitoring and assessment of office services vendor performance
• Train vendors on workplace procedures
• Manage service and performance of vendors and landlords for timely completion of jobs
• Create and record appropriate written communication between all parties
• Schedule and document maintenance and repairs on building equipment
• Communicate frequently with client, landlords, and vendors to resolve issues and provide project status updates
• Provide process and procedures training and direction to new associates
• Coordinate special events in support of client
• Assist with measuring and reporting key performance indicators against service level agreements
• Provide facilities helpdesk services on behalf of the client(s) and monitor internal/external workflow for all facilities cases to ensure consistent quality of service and work product
• Support Facility Manager with compliance of PM records
• Coordination of fire safety meetings and drills, updating and maintaining emergency manuals, maintaining training records, and retention of forms and certificates

KEY COMPENTENCIES

• Communication – Ability to share information through verbal and written word in a professional timely manner.
• Organized - Detail oriented, confident, self-starter with exceptional organizational skills.
• Proactive - Maintain a “can do” mentality with the ability to take initiative and act with minimal information.
• Character - Demonstrate integrity, accountability, self-awareness, and strong work ethic.
• Professional - Project an approachable and professional image in personal appearance and demeanor.  
• Flexibility - Ability to manage change and work under pressure while acting in a calm manner.
• Desire to achieve goals and dedication to continuous professional development and improvement.
• Demonstrate strong business acumen driving successful strategy execution.
• Ability to manage interactions and correspond with executive level clients and individuals at all levels.
• Competency in Microsoft Office Suite (Outlook, Excel, PowerPoint, and Word) required.
• Must be able to use laptop, mobile device, and wireless technologies.

IMPORTANT EDUCATION

High school diploma or GED required.

Four-year college/university degree preferred, or a minimum of 2-3 years of equivalent work experience.

IMPORTANT EXPERIENCE

• A minimum of 1 year of work experience in an administrative, accounting or tenant services capacity
• Experience with data entry, expansive reporting, filing, answering phones, scheduling and communications
• Previous customer service experience
• Prior experience working in the office services or workplace services necessary

ADDITIONAL QUALIFICATIONS

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