Job Summary

This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly in order to enhance the on-site experience for employees. You will serve as oversight for the Employee Experience Coordinators, who are the first point of contact and the go-to for staff information and inquiries.

The Workplace Experience Ambassador’s primary responsibility will be providing support to employees who work in a flexible (shared) desk environment. This role will ensure employees have a safe, comfortable, and functional workspace. They will be responsible for the daily oversight of the fabric and maintenance of the floor space, achieved through face-to-face engagement, proactive communication, effective time management, and exceptional customer service. Ambassadors ensure that a seamless, consistent level of service is provided at every user touchpoint from the employees’ arrival on site to their end of the day departure. The WEX Ambassador will consistently deliver a high level of customer service in a fast-paced environment and requires the ability to stay calm and focused when working with other teams to resolve issues.

The Manager role will be responsible for managing the day-to-day activities of the Ambassadors, ensuring all tasks are being completed in a timely & efficient manner, while also managing their own assigned Coordinator duties. In addition, the Manager will manage the reporting workstream for tasks, providing weekly reports on service levels, ticket activities, client interactions, and other relevant data points.

Key responsibilities:

• Manage the day-to-day activities of the Workplace Experience Ambassador ensuring a robust portfolio of tasks that are being completed in a timely & efficient manner.
• Manage the weekly visitor report, reviewing for key information and assigning greeting duties for the clients.
• Act as the first point of escalation when an issue arises.
• Provide support when needed for the GEC & Trader population.
• Ensure all issues are logged and reported through the appropriate ticketing system; take ownership for effective follow up and resolution to the issue.
• Monitor & analyze data for issue trends. Work with Facilities Management and the tech teams to look for effective resolutions to prevent further occurrences of the same issue.
• Identify and report any issues with the desk booking process, including system data accuracy, to the Facilities Management team.
• Proactively identify potential risks related to general condition of the floor, specific workspaces, and technology to minimize complaints being received. Health & Safety related matters would require immediate escalation for remediation.
• Liaise and work collaboratively in a positive and productive ‘one-goal’ approach across departments and building vendor teams to support issues to be resolved in a timely manner.
• Provide information regarding the Hudson Yards community including directions, attractions, shopping, dining, and nightlife.

Preferred Qualifications:

• Prior experience in hospitality, tourism, or retail customer service roles.
• Basic knowledge of Microsoft Office Suite (Excel, Word, and PowerPoint).
• Excellent verbal and written communication skills.
• Stellar problem-solving and critical thinking skills.
• Excellent organizational and multitasking skills.