Workplace Experience Coordinator

Workplace Experience Coordinator

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is $33.00 - $35.00.

The work hours for this position are Mon-Fri, 8:00 am - 5:00 pm.

The Workplace Experience Coordinator serves as the eyes and ears of assigned floors/buildings at the site to bring experience to life, enabling a holistic perspective of the whole workday through strong engagement. They are the primary point of contact for colleagues and guests, acting as the "face" of our client.

Reporting to the Workplace Experience Manager at the site, the Workplace Experience Coordinator is responsible for delivering the unexpected, making each encounter fun, exciting and personal. They are an ambassador for brand principles, culture and values; someone who embraces an ethos of outstanding service and keeps it at the heart of everything they do.

Success Criteria

• Comply with safety rules, policies, and procedures
• Clear linkage between OneISS vision and client needs
• Heavy emphasis on customer service and partnering with executive, facilities management, and multiple vendor representatives
• Maintain clean work area
• Communicate with the team, manager, co-workers, and clients professionally
• Perform work assignments in a team with other employees as needed
• Fill in during staff shortage
• Use proper personal protective equipment
• Present a professional appearance and conduct
• Understand customer service and satisfaction
• Understand reporting systems and the environment
• Instill trust
• Demonstrate outstanding organizational skills and attention to detail

Key Areas of Collaboration and Influence

• Realize the importance of a team working environment
• Communicate and work effectively across all service line teams of the site (ISS, other service providers and customer functions across all sites)
• Collaborate with colleagues across the company so that information is disseminated effectively
• Participate in project groups and meetings as required
• Promote the OneISS Vision
• Transfer best practice
• Use the site to promote and further develop ISS

Ideal Candidate Experience

• High school or college degree
• 3–5 years of customer service experience in dealing with high-touch clients
• Proven track record of providing stellar support to customers
• Proven ability to function successfully within a strong team environment
• Strong computer proficiency skills (Word, Excel, PowerPoint)
• Demonstrates great interpersonal skills
• Can effectively communicate and relate to all levels within and outside the organization
• Creates and builds positive and productive relationships

Key Accountabilities

• Serves as the eyes and ears of assigned floors/buildings to bring experience to life, enabling a holistic perspective of the whole workday through strong engagement
• Observes our customer's company culture, employee behavior and the environment to identify experiential needs
• Drives positive experience outcomes for our customer through tailored events that help improve well-being, engagement and productivity
• Recognizes people's efforts, breaking down barriers and inspiring others
• Develops relationships with colleagues and proactively gathers information on their needs to identify customer and ISS services that ensure total satisfaction
• Captures individual preferences of colleagues and guests for future visits and thinks creatively of ways to accommodate any special requests
• Works on community initiatives with the Workplace Experience Manager of the site, designed to develop connections between colleagues, including neighborhood introductions, event support and communications
• Conducts quality control walkthroughs to address immediate issues, pre-empt potential future issues and identify areas for improvement
• Supports the Workplace Experience Manager of the site in making strategic decisions regarding the operational and process optimization for the best colleague and guest experience

Physical Demands & Work Environment

• Sitting at a computer for 50% of the time
• Walking/inspecting the site 50% of the time
• Must be able to lift a minimum of 10 pounds
• Must be able to work under pressure and time deadlines during peak periods

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.