Senior Associate, Customer Experience, Common Desk

Senior Associate, Customer Experience

The Senior Associate, Customer Experience is an energetic, motivated, and confident individual who is the first point of contact for prospective members, meaning passion about the brand and an eagerness to share pertinent, up-to-date information is essential. They understand more than anyone that enthusiastic, professional customer service is the key to our success. Additionally, while the Senior Associate, Customer Experience sits in the Business Operations team, they are comfortable operating independently, and both their verbal communication and technical skills are sharp.

The Senior Associate, Customer Experience at Common Desk is known for their infectious personality, desire to engage in meaningful conversation, their ability to think both critically and in the moment, and the passion they have for genuinely helping others through inbound and outbound communication channels.

Responsibilities:

• 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, Hubspot 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.
• Execute the sending and analyzing member survey data in partnership with Community Leadership teams.
• 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.
• Use our internal software, OfficeRnD, to help answer customer questionswhether 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.

Expectations:

• 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 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.

Success Looks Like:

• 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 minutes.
• Prompt (less than 1 minute) responses to chats.
• Engaging in and being punctual to all meetings.

Competencies:

• Resourcefulness: Securing and deploying resources effectively and efficiently. The real trick is to produce results by making the best use of the limited resources available.
• Decision Quality: Making good and timely decisions that keep the organization moving forward. Good decisions are based upon a mixture of analysis, wisdom, experience, and judgment.
• Action Oriented: Quickly and decisively takes action in fast-changing, unpredictable situations. Identifies and seizes new opportunities.
• Optimizes Work Processes: Designs processes and procedures that allow managing from a distance. Focuses efforts on improvement; has a knack for identifying and seizing opportunities for synergy and integration.
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations. Recognize the need to be flexible and act differently. Quickly adjusting and fine-tuning behavior in real time.
• Tech Savvy: Anticipating and adopting innovations in business-building digital and technology applications.

About You:

• College graduate with a four-year degree preferred, but not required.
• Customer service and/or sales experience is a plus.
• Must have excellent verbal and written communication skills.
• Outstanding interpersonal and multitasking skills.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
• Dedicated to professional growth through open communication and proactive self-improvement.
• Passion for entrepreneurial communities.
• Proficient in basic computer skills.

Compensation & Benefits:

Base Pay: $19 to $22 Hourly

Incentive Compensation: WeWork employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role. WeWork incentive plans are subject to the terms of the applicable incentive compensation plan, which will be made available to you after commencing employment. WeWork reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment.

Benefits: Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available to you after commencing employment), including: 20 days of PTO, approximately 13 paid holidays, and 80 hours of paid sick time per full calendar year; 16 weeks paid parental leave; competitive healthcare benefits; 401k plan; and life and AD&D insurance.

Life at WeWork:

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires youbecause together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.

WeWork is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law. WeWork is also proud to be an affirmative action employer with respect to veterans and individuals with disabilities.