Customer Service Specialist

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we're not just a part of that movement—we're leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow's world at work. 

About the Opportunity

As a Customer service specialist or Community Associate, you'll be the primary point of contact for the Community and act as the "face" of WeWork You will report to your building each day to support the Community Management team.

Your work, which will include but not be limited to the duties listed below, will help WeWork to achieve the following:

• Build a welcoming and collaborative community environment amongst our members through events and building relationships between members

• Ensure that your building is fully operational and processes are running efficiently.

• Drive growth and promotion of WeWork-provided service offerings.

• Take direction from the Community Lead and the Community Manager to support the Community Team as necessary.

• All of this while illustrating WeWork's core values and working towards achieving our mission.

Depending on the location you are assigned, you'll either work with a variety of members from different backgrounds and industries, or focus your efforts on one of our Enterprise clients. Employees supporting our Enterprise locations may have different holidays, technical systems, operational and relationship requirements, and property management responsibilities than employees in our Classic locations. 

In this role, you'll be responsible for the following areas: 

Front Desk Management:

• Cover the front desk during the building's set business hours and be an on-site point of contact, easily located on the member floor or at Community Bar.

• Greet members and guests with a warm and welcoming demeanor.

• Ensure all visiting guests are in accordance with WeWork's guest policy by ensuring all guests properly sign-in via Welkio tablet.

• Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of Community WeWork is known for.

• Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.

• Ensure building Specific forms are up to date including pet forms, filming requests, bike room requests, etc.

• Keep the front desk clean and organized.

• Notify members of any food deliveries and couriers.

• Answer any questions from members and guests related to the building including way-finding, policies and procedures, community etiquette, etc.

Events and Membership Engagement:

• Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate event team.

• Consistently celebrate members' successes and milestones through gifts and notes.

• Distribute all necessary info to promote the event including creation and posting of weekly events poster and individual event posters.

• Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc).

• Input notes into Kube or equivalent system about Members.

• Identify and execute opportunities to connect members with each other.

• Know and recommend local restaurants, food delivery services, catering options, team outing venues, post office, shipping center, supply store, etc.

• Be active on the WeWork member network to engage members.

• Know and explain WeWork policies and procedures and communicate, inform, and update members on building issues.

• Ensure music levels and activations are appropriate to the daypart and occasion.

• Write and send broadcasts relating to building updates.

Building Operations and Management:

• Receive, process, sort, and organize all mail.

• Locate and issue posts via the regional system to members upon request.

• Keep the mailroom organized and clean.

• "Return to Sender" for unidentified mail and former member mail after 30 days of no-pick up.

• Ensure courier parcels have all the correct details for scheduled pick-ups.

• Investigate, escalate, and resolve 'lost' packages.

• Know and explain WeWork policies and procedures around mail and mailroom.

• 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.

• Provide support for an automated coffee machine for guests and members.

About You

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

• Bachelors Degree in Hospitality, Tourism or related

• 2+ years of hospitality experience

• Proficient in English

• Customer service and/or sales experience 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

• Passion and understanding of WeWork's mission and values

• Proficient in basic computer skills

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 you—because 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.