Community Associate, Wilmington, Common Desk

Community Associate

The Common Desk Community team consists of individuals who are customer-focused, consistent, and warm. At the location level, our team takes a lattice approach to space management, which means that Community Associates and Community Leads are responsible for a range of tasks to ensure that every aspect of the space is well-maintained and that members receive exceptional service.

As a Community Associate, you will be a point of contact for the Community and report to your building each day to support the Community Lead. Your work, which will include but not be limited to the duties listed below, will help Common Desk to achieve the following:

• Build a welcoming community amongst Common Desk members by planning and hosting events and intentional, daily interactions.
• Assist in maintaining the physical space and ensuring it is clean and organized.
• Work closely with the Community Lead and Senior Community Manager to develop and implement strategies for member retention and growth.

Front Desk Management

• Work with the Community Team to ensure the front desk is covered during the building's set business hours and be an on-site point of contact, easily located on the member floor or at Hospitality Bar.
• Greet members and guests with a warm and welcoming demeanor.
• Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of community Common Desk is known for.
• Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
• Keep the front desk clean and organized.
• Answer any questions from members and guests related to the building including way-finding, policies and procedures, community etiquette, etc.

Events, Sales, and Member Engagement

• Execute marketing and sales tasks in tandem with Community Team, including but not limited to, managing sales pipeline in Salesforce, posting to the location's Facebook page, sending in scheduled events weekly, etc.
• Consistently celebrate members' successes and milestones through gifts and notes.
• Plan location events, and distribute all necessary info to promote the event including creation and posting of weekly events posters.
• Conduct New Member Orientation, including educating members on all relevant Common Desk policies and procedures and encouraging usage of the app to activate the space's amenities.
• Know and recommend local restaurants, food delivery services, catering options, team outing venues, post office, shipping center, supply store, etc.
• Know and explain Common Desk policies and procedures and communicate, inform, and update members on building issues.
• Ensure music levels and events are appropriate to the time of day and occasion.
• Write and send notifications to members relating to the location through OfficeRnD.

Building Operations

• Man the location's Fiction Coffee outpost, if applicable in the location, providing exceptional espresso-based coffee drinks to patrons.
• Efficiently handle the day-to-day responsibilities of the space, such as sorting mail, answering phone calls and emails, making coffee for guests, and giving tours.
• Receive, process, sort, and organize all mail.
• Return to Sender" for unidentified mail and former member mail after 30 days of no-pick up.
• 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.

On the Community team, you promise:

• You will be customer-centric and member-focused, consistently and authentically enhancing everyone's workday.
• You will own the hospitality initiatives in the space.
• You will work to create a sense of belonging for all.
• You will clean and service assigned areas in an organized manner according to Common Desk standards.
• You will be flexible and open to new and innovative solutions that improve building health.
• You will present well through appearance and dress.
• You will communicate clearly and effectively to upper management and internal departments.
• 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 be a self-starter, dependable, and solutions-focused.
• You will adhere to the community's rules, guidelines, and best practices to optimize member experience.
• 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, get feedback, and operate in a culture of being open-minded to grow.
• You will aid in creating a collaborative, joy-filled environment amongst our members through events, networking, and personal introductions.

On the Community team, success looks like:

• Consistently delivering a legendary hospitality experience to every guest and member of Common Desk.
• Creating a robust and vibrant community with occupancy levels that meet and exceed budget expectations.
• Achieving exceptional member retention and member satisfaction scores.
• Supporting a member-first culture amongst staff.
• Maintaining a functional, clean environment with a focus on operational excellence.
• Living out our company values: Keep it real, value everyone, serve first, develop others, challenge norms, have a blast, and do what it takes.

Competencies:

• Customer Focus: Delivering strong customer relationships and delivering customer-centric solutions. Those who please customers will win the most. Winning organizations are always customer-oriented and responsive.
• 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.
• 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.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Good communication results in mutual understanding, harmony, and action.
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives. Employee engagement results in improvements in profitability, quality, productivity, revenue, customer satisfaction, innovation and retention.

About You

We'd love to hear from you if you meet the qualifications below:

• College graduate with a four-year degree preferred, but not required.
• Customer service and/or sales experience is 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.
• Proficient in basic computer skills.

Compensation and Benefits

Base Pay: $19 to $20 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