Customer Experience Concierge

OfficeWorks; Fishers (IN); On-site; USD 25,000 - 30,000; Full time

Job summary

OfficeWorks is seeking a Customer Experience Concierge to enhance professional, positive, and memorable experiences for customers and employees. You will follow the CX Playbook, maintain the showroom, manage routine office tasks, and support events and catering under the Customer Experience Director.

Ideal candidates will bring customer service experience, strong organizational and communication skills, and comfort with Microsoft Office applications.

Qualifications

• Customer service/experience background
• Intermediate knowledge of Microsoft Office; Word, Excel, Outlook and PowerPoint

Responsibilities

• Learn and execute the Customer Experience Playbook.
• Maintain showroom and furnishings per floorplan.
• Manage office operations: printers, ink, staples, inventory.
• Ensure warm, professional welcome and engaging visitor experiences.
• Coordinate events and catering with the CX Director.

Skills

Customer service

Hospitality

Organizational skills

Communication

Job description

Position/Title: Customer Experience Concierge

Department: Admin

Classification: Full-Time/Hourly

FLSA Status: Non-exempt

Reports to: Customer Experience Director

Direct Reports: 0

Summary

Responsible for assisting in all aspects of creating a professional, positive and memorable customer and employee experience by providing premium hospitality. Strives to achieve company’s mission of “Creating Great Places to Work".

Essential Functions

Perform “Best of” employee and client experience daily which includes:

• Will learn and execute the “Customer Experience Playbook” (OW C/X Playbook) including details on consistency of programmed script for welcome and departure of visitors
• Daily maintenance of showroom, all furnishings set and put away accordingly, as shown in floorplan in OW C/X Playbook
• Perform daily “essentials” for office operations: paper in all printers, ink supply checked, staplers filled, inventory of office products managed
• Must perform 10/10 to all visitors: 10 seconds to be within 10 feet of warm, professional welcome.
• Manage schedule to facilitate customer visits, internal meetings, and events
• Set up/tear down both kitchens daily per the C/X Playbook standards
• Manage beverage and food inventory at all times, stocked as detailed in the OW C/X Playbook
• Coffee and other beverages made upon start of day, refilled accordingly and fresh brewed in afternoon
• Fresh fruit, breakfast items, snacks, beverages, utensils, etc. in both upstairs and downstairs kitchen locations monitored daily- always clean and stocked
• Set up and tear down of rooms for meetings in all areas of OW including Audio Visual (all technology), arrange furniture and arrange amenities according to C/X form
• Manage catering orders for client and employee experiences
• Receive incoming mail, put in employee/ department mailboxes daily. Prepare outgoing packages and arrange courier pick up
• Organize and process OW Company Store orders
• Assist in event coordination with C/X Director
• Execute additional responsibilities as detailed in the “OW C/X Playbook” in the absence of the C/X Director
• Perform other assignments and projects as necessary and determine by C/X Director

Knowledge, Skills, Abilities:

Good planning and organizational skills to work in a fast-paced environment. Excellent oral and written communication skills. Ability to anticipate and execute special requests in a knowledgeable and courteous manner. Ability to meet and work well with all levels of employees and guests. Ability to identify and resolve issues and communicate creative solutions that are both beneficial to the clients as well as cost efficient for OfficeWorks. Ability to handle pressure, multi-task, and work extended hours in order to meet altered timelines and/or events. Possesses intermediate knowledge of Microsoft Office; specifically, Word, Excel, Outlook and PowerPoint. Ability to learn additional software programs that may be required by the company and/or its manufacturers.

These environments may require certain types of safety equipment, or may have certain company policies that must be adhered to.

Physical Demands: While performing the essential functions of this position, the employee is regularly required to talk, hear, sit, stand, bend and keyboard. On certain occasions this person is required to lift around 10 lbs. Good vision abilities are required for this position.

Qualifications/Requirements: Customer service/experience background