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 $23.03 - $27.80.

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 include complying 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; maintaining a clean work area; communicating with the team, manager, co-workers, and clients professionally; performing work assignments in a team with other employees as needed; filling in during staff shortage; using proper personal protective equipment; presenting a professional appearance and conduct; understanding customer service and satisfaction; understanding reporting systems and the environment; instilling trust; and demonstrating outstanding organizational skills and attention to detail.

Key areas of collaboration and influence include realizing the importance of a team working environment; communicating and working effectively across all service line teams of the site; collaborating with colleagues across the company so that information is disseminated effectively; participating in project groups and meetings as required; promoting the OneISS Vision; transferring best practice; and using the site to promote and further develop ISS.

Ideal candidate experience includes a high school or college degree; 3–5 years of customer service experience in dealing with high-touch clients; a proven track record of providing stellar support to customers; a proven ability to function successfully within a strong team environment; strong computer proficiency skills (Word, Excel, PowerPoint); great interpersonal skills; the ability to effectively communicate and relate to all levels within and outside the organization; and creating and building positive and productive relationships.

Key accountabilities include serving 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; observing our customer's company culture, employee behavior and the environment to identify experiential needs; driving positive experience outcomes for our customer through tailored events that help improve well-being, engagement and productivity; recognizing people's efforts, breaking down barriers and inspiring others; developing relationships with colleagues and proactively gathering information on their needs to identify customer and ISS services that ensure total satisfaction; capturing individual preferences of colleagues and guests for future visits and thinking creatively of ways to accommodate any special requests; working on community initiatives with the Workplace Experience Manager of the site, designed to develop connections between colleagues, including neighborhood introductions, event support and communications; conducting quality control walkthroughs to address immediate issues, pre-empt potential future issues and identify areas for improvement; and supporting 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 and work environment include 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, and 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.