Customer Experience Ambassador

Customer Experience Ambassador

The Customer Experience Ambassador plays a vital role in ensuring the seamless and timely execution of all tasks related to Workspace Services. Your primary objective is to cultivate a productive and well-organized work environment that aligns with the broader objectives of our client. Operating from their HQ office in Norwalk, your role is pivotal in supporting day-to-day on-site operations and addressing local business needs. As the primary on-the-ground resource for office operations, this role proactively identifies opportunities to enhance efficiency, elevate employee experience, and optimize workplace functionality. The Sr Coordinator ensures a 5-star experience for staff, visitors, and contractors while maintaining a safe, welcoming, and well-functioning environment. By handling both logistical and physical space matters with a high level of autonomy, they enable the business to remain focused on its core tasks. Operating at the intersection of hospitality, workplace services, and facilities operations, they take ownership of maintaining a productive and engaging workplace with a strong commitment to excellence.

Core Responsibilities:

Manage the operational aspects of the Facilities Management & Workspace Services (soft & hard) for our client in a highly professional setting.

Ensure operational excellence in:

• Reception and Administrative Support
• Serve as the primary front-of-house representative, ensuring a professional, welcoming, and well-organized reception experience for employees and visitors.
• Manage all reception duties, including greeting guests, handling visitor check-ins, and directing inquiries to the appropriate contacts.
• Maintain and manage accurate logs of shipments, visitor records, guest access badge distribution, and office inventory, ensuring records are up to date and easily accessible for tracking and reporting purposes.
• Manage incoming communication by answering calls, responding to emails, and handling mail and package distribution efficiently.
• Receive and distribute deliveries and mail.

• Meeting Room & Hospitality Support
• Ensure meeting rooms are always ready by overseeing cleanliness, setup, and functionality, including AV equipment checks and room organization, and proactively resetting spaces after meetings to maintain a seamless experience for the next users.
• Support event and meeting setup logistics, including catering, furniture arrangement, seating placement, and assist IT with AV equipment testing and coordination to ensure a seamless experience.
• Collaborate with BHI Workspace Experience team, BHI HR, and onsite Brand representatives to plan and execute engaging internal events and celebrations.
• Support local event planning, new hire orientations, Town Hall, Board week and other ad hoc meetings.

• Office and Workplace Support
• Proactively inspect the office areas, systems, rooms, and common areas and coordinate any maintenance and repairs.
• Manage inventory and order office supplies, pantry consumables, and cleaning products to maintain stock levels.
• Coordinate weekly lunch for BHI as part of "Together Tuesdays"
• Serve as a liaison with cleaning teams, proactively coordinating schedules and standards to ensure a clean and well-maintained workspace.
• Support client's sustainability initiatives including sustainable waste management and energy conservation.
• Manage all office facility related requests.
• Vendor management as applicable, ensuring that vendors are delivering goods and/or services in accordance to contracted scope.
• Support office occupancy/ utilization reporting.
• Proactively identify operational efficiencies and cost savings opportunities.

• Health & Safety
• Support the implementation and adherence to health and safety protocols, working closely with BHI HR and Brand leaders and BHI safety & security to ensure compliance with all regulations.
• Participate in LIRT (local incident response team) for crisis management preparedness including organizing the local response team in the event of a crisis.

• Additional Duties
• Handle ad-hoc operational and administrative tasks as needed, ensuring workplace services run efficiently and smoothly.

• Availability:
• This is an on-site, in office role, scheduled to work during business hours Monday Friday
• Remote work options are not available for the position.
• May be asked to be available for after-hours overtime work with advance notice

• Key Competencies:
• 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
• Leader Represents the goals and culture of the program and client.
• Character Demonstrate integrity, accountability, self-awareness, and strong work ethic.
• Professional Project an approachable and professional image in personal appearance, manner, and demeanor.
• Resilient Ability to work under pressure, while acting in a calm manner
• Technology Proficiency Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.

• Important Experience & Education:
• College Degree Preferred
• Minimum of 4 years of related work experience in real estate services, event services, hospitality, retail, customer service