Workplace Experience Coordinator

ISS Facility Services - North America; Tampa (FL); On-site; USD 65,990,000 - 79,658,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Life Insurance

Disability Insurance

Leave Program

Job summary

ISS Facility Services - North America in Tampa, FL is seeking a Workplace Experience Coordinator to be the face of our client and enhance daily experiences across assigned floors. You will deliver outstanding service to colleagues and guests, ensuring a welcoming and engaging workday.

The role emphasizes teamwork, strong communication, and event-driven engagement, with safety and collaboration with facilities and vendors, creating a productive, friendly environment.

Qualifications

• High school diploma or college degree.
• 3-5 years of customer service experience with high-touch clients.
• Proven ability to work well within a team.
• Strong computer proficiency: Word, Excel, PowerPoint.
• Excellent interpersonal and communication skills.

Responsibilities

• Serve as the eyes and ears of assigned floors/buildings to enhance the workday through strong engagement.
• Identify experiential needs by observing culture and environment.
• Drive positive experience outcomes through tailored events that improve well-being, engagement and productivity.
• Recognize people’s efforts and inspire others.
• Develop relationships with colleagues and proactively gather information on their needs to identify services.
• Capture individual preferences for future visits and accommodate special requests.
• Support community initiatives with the workplace experience manager to develop connections between colleagues.
• Conduct quality control walkthroughs to identify areas for improvement.
• Assist in strategic decisions regarding operational and process optimization for the best colleague and guest experience.

Skills

Customer service

Communication

Interpersonal skills

Team collaboration

Attention to detail

Problem solving

Education

High School Diploma or College Degree

Tools

Word

Excel

PowerPoint

Job description

Hourly Wage

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 per hour - $27.80 per hour.

Work Hours

The work hours for this position are Mon-Fri, 8:00 am - 5:00 pm.

Key Purpose

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

• Comply 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
• Maintain clean work area
• Communicate with the team, manager, co-workers, and clients professionally
• Perform work assignments in a team with other employees as needed
• Fill in during staff shortage
• Use proper personal protective equipment
• Present a professional appearance and conduct
• Understand customer service and satisfaction
• Understand reporting systems and the environment
• Instill trust
• Demonstrate outstanding organizational skills and attention to detail

Key Areas of Collaboration and Influence

• Realize the importance of a team working environment
• Communicate and work effectively across all service line teams of the site (ISS, other service providers and customer functions across all sites)
• Collaborate with colleagues across the company so that information is disseminated effectively
• Participate in project groups and meetings as required
• Promote the OneISS Vision
• Transfer best practice
• Use the site to promote and further develop ISS

Ideal Candidate Experience

• High school or college degree
• 3-5 years of customer service experience in dealing with high-touch clients
• Proven track record of providing stellar support to customers
• Proven ability to function successfully within a strong team environment
• Strong computer proficiency skills (Word, Excel, PowerPoint)
• Demonstrates great interpersonal skills
• Can effectively communicate and relate to all levels within and outside the organization
• Creates and builds positive and productive relationships

Key Accountabilities

• Serves 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
• Observes our customer’s company culture, employee behavior and the environment to identify experiential needs
• Drives positive experience outcomes for our customer through tailored events that help improve well-being, engagement and productivity
• Recognizes people’s efforts, breaking down barriers and inspiring others
• Develops relationships with colleagues and proactively gathers information on their needs to identify customer and ISS services that ensure total satisfaction
• Captures individual preferences of colleagues and guests for future visits and thinks creatively of ways to accommodate any special requests
• Works on community initiatives with the Workplace Experience Manager of the site, designed to develop connections between colleagues, including neighborhood introductions, event support and communications
• Conducts quality control walkthroughs to address immediate issues, pre-empt potential future issues and identify areas for improvement
• Supports 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 & Work Environment

• 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
• 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.

Employment with ISS/Guckenheimer may be contingent upon successful completion of a background check and, where applicable, a drug and/or alcohol screening, in accordance with applicable laws and Company requirements.