Customer Service Specialist

• Build a welcoming and collaborative community environment amongst our members through events and building relationships between members
• Ensure that your building is fully operational and processes are running efficiently
• Drive growth and promotion of WeWork-provided service offerings
• Take direction from the Community Lead and the Community Manager to support the Community Team as necessary
• Front Desk Management: Cover the front desk during the building’s set business hours and be an on-site point of contact
• Greet members and guests with a warm and welcoming demeanor
• Ensure all visiting guests are in accordance with WeWork's guest policy
• Learn the names of members and guests with the goal of building relationships
• Anticipate member and guest needs before they arise
• Ensure building Specific forms are up to date
• Keep the front desk clean and organized
• Notify members of any food deliveries and couriers
• Answer any questions from members and guests related to the building
• Events and Membership Engagement: Provide feedback on programming types and evaluate events
• Consistently celebrate members’ successes and milestones through gifts and notes
• Distribute all necessary info to promote the event
• Ensure building-specific operational requirements are met for each event
• Input notes into Kube or equivalent system about Members
• Identify and execute opportunities to connect members with each other
• Know and recommend local restaurants, food delivery services, catering options, etc
• Be active on the WeWork member network to engage members
• Know and explain WeWork policies and procedures and communicate building updates
• Ensure music levels and activations are appropriate
• Write and send broadcasts relating to building updates
• Building Operations and Management: Receive, process, sort, and organize all mail
• Locate and issue posts via the regional system to members upon request
• Keep the mailroom organized and clean
• “Return to Sender" for unidentified mail and former member mail after 30 days
• Ensure courier parcels have all the correct details for scheduled pick-ups
• Investigate, escalate, and resolve 'lost' packages
• Know and explain WeWork policies and procedures around mail and mailroom
• Track, audit, and organize keys collected and distributed
• Manage keycard stock and request new inventory as needed
• Collect keys and key cards upon move-out
• Review location and how to use each piece of Emergency Equipment
• Provide support for an automated coffee machine for guests and members

• Bachelors Degree in Hospitality, Tourism or related
• 2+ years of hospitality experience
• Proficient in English
• Customer service and/or sales experience a plus
• Must have strong verbal and written communication skills
• Outstanding interpersonal and multitasking skills
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion
• Passion for entrepreneurial communities
• Passion and understanding of WeWork’s mission and values
• Proficient in basic computer skills

Customer service and/or sales experience a plus