Workplace Experience Associate

Workplace Experience Associate

As a CBRE Workplace Experience Associate, you will be responsible for serving as the primary communications and response coordinator for employees, visitors, vendors, and building operations. This role requires exceptional communication skills, sound judgment, and the ability to remain calm under pressure while managing emergency notifications, facility incidents, maintenance dispatches, and customer inquiries.

This job is part of the Workplace Experience function. They are responsible for ensuring operational continuity, supporting emergency and facility response procedures, and delivering a high level of customer service through effective communication and coordination.

What You'll Do:

• Serve as the first point of contact for incoming calls, facility alerts, emergency notifications, and service requests. Communicate professionally and effectively with employees, guests, vendors, and emergency personnel.
• Monitor and respond to fire alarms, life safety notifications, building system alerts, and other operational incidents following established procedures and escalation protocols.
• Coordinate and dispatch maintenance personnel, engineering teams, security staff, vendors, or emergency responders as needed to address building-related issues and incidents.
• Maintain accurate documentation of alarm activity, incidents, service requests, communications, and response actions within designated systems.
• Provide timely updates and status communications to management, clients, and affected stakeholders during active incidents and facility disruptions.
• Resolve employee, guest, and vendor inquiries by assessing situations, identifying solutions, and coordinating appropriate resources.
• Review, prioritize, and manage work orders to ensure issues are addressed efficiently and in accordance with service level expectations.
• Follow property-specific emergency response, security, and life safety procedures to help protect building occupants and assets.
• Support training initiatives by communicating operational procedures, emergency protocols, and workplace expectations to team members and stakeholders.
• Gather, review, and analyze information from multiple sources to identify trends, troubleshoot issues, and determine appropriate corrective actions.
• Exercise independent judgment in responding to unusual or complex situations while escalating issues when necessary.
• Collaborate closely with facilities, engineering, security, and leadership teams to support business continuity and operational excellence.
• Identify opportunities to improve communication processes, response procedures, and overall team effectiveness.
• Evaluate and communicate complex information in a clear, concise, and professional manner to a variety of audiences.

What You'll Need:

• Strong verbal and written communication skills with the ability to remain calm and professional in emergency and high-pressure situations.
• Experience in dispatch, alarm monitoring, emergency communications, customer service, security operations, facilities coordination, call center operations, or a related field preferred.
• Ability to multitask, prioritize competing demands, and make informed decisions with limited supervision.
• Strong problem-solving, critical-thinking, and organizational skills.
• Proficiency with Microsoft Office Suite and experience using ticketing, dispatch, monitoring, or incident management systems preferred.
• Ability to follow detailed procedures, document activities accurately, and maintain confidentiality when handling sensitive information.
• Customer service mindset with a focus on responsiveness, accountability, and operational excellence.

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for this position is $21.00 per hour and the maximum salary for the position is $23.00 per hour. The compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity: CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company's success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at View email address on click.appcast.io or via telephone at View phone number on click.appcast.io (U.S.) and View phone number on click.appcast.io (Canada).