Position Summary
Job Title Community Manager
Job Description Summary POSITION SUMMARY
The Community Manager is the key support resource for the Workplace Experience Manager in ensuring service excellence and enhanced experience for the users and occupants within the workplace.
The ideal candidate will have exceptional skills in customer service, strong knowledge of the local community, and the ability to support facilities management professionals in a faced-paced environment.
In addition, the purpose of this position is to support the facilities organization at a specific facility, set of buildings, or campus environment. The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed, well-maintained building, placing maximum emphasis on positive response to the concerns and needs of the occupants. The position coordinates the activities, vendors, and manpower required for current and future needs of the building and operations.
Job Description
Essential functions and responsibilities
- Acts as a first point of contact for service calls, requests and issues. Directs service requests to the appropriate staff or contract service for resolution including engineering, maintenance, cleaning, mechanical and vendors.
- Is the key on-site support staff for user and occupant relations. Must diligently support and maintain good working relationships with users, stakeholders and vendors.
- Implement building initiatives designed to create connections between occupants and share information regarding local attractions, events (concerts, theater, sporting events, special events, etc.), and news (road closures, traffic patterns, weather issues, etc.).Act as a hospitality concierge to visitors, leading building tours, coordinating food orders, providing local information, and regularly checking to ensure they have everything they require for a productive and comfortable visit.
- Provide occupants with information regarding the work environment and support existing and transitioning occupants within the workplace environment. This includes supporting protocols, culture, & etiquette.
- Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
- Proactively identify needed repairs, maintenance, or updates required in the workplace.
- Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.
- Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.
- Assist the Workplace Experience Manager to ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.
- Assist the Workplace Experience Manager to provide “White Glove” service to Executives by meeting/greeting executive visitors to the assigned floor / area and escorting them to their destination and ensuring prompt and efficient follow up on any issues/ requests.
- Collaborate with the Workplace Experience Manager and stakeholders to obtain Voice of the Customer data to capture service needs.
- Assists in preparing vendor service contracts, preparing and obtaining vendor bids for special work and/or services.
- Assists with general administrative tasks as assigned including filing, written correspondence especially to occupants, ordering supplies, computer and data entry work, preparing spreadsheets and reports, greeting visitors and tenants, and logging and dispatching tenant service calls.
- Other assigned duties may include backup for card key programming and data entry, coordination of fire safety meetings and drills, updating and maintaining emergency manuals, maintaining training records, and retention of forms and certificates
Key Competencies
Problem Solving/Analysis Comfortable interacting with individuals at all levels Must be able to work independently, multi-task and to prioritize work requests. Detail oriented, confident, self-starter with exceptional organizational skills Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy Conflict management skills with ability to work under pressure, while acting in a calm manner Must have strong verbal and written communication skills Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required Passion for building communities and connecting individuals
Important education
- Four-year college/university degree or a minimum of 2-3 years of equivalent work experience if no degree
Important experience
- 1-2 years customer service experience or hospitality experience, preferably from hotel or conference services background; or commercial high-rise, campus environment, and/or property portfolio management experience.
WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
aap/eeo statement
Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.
other duties
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
