Job Title: Community Lead
Location: Melbourne, Australia
Work Type: Casual/Contract
Salary: $30 - $32$ p/hr
Company Overview
Our client is a leading co-workspacing provider globally and now in Melbourne, Australia. They offer premier workspace solutions across prime locations in the city with a dedicated team striving to provide exceptional services tailored to meet the diverse needs of their clients.
Job Overview
As a Community Lead, you are integral to the elevated member experience and will be responsible for ensuring the company meets the members’ needs and maintain the specified standards. In addition, you will ensure that we deliver on our targets for an un-compromised member experience through curated events based on members’ interests and creating a welcoming environment for members and their guests.
Responsibilities
Customer Engagement & Retention:
- Complete scheduled, quarterly conversations with members to help them maximize the value of their membership
- Check in on all members regularly to understand their ongoing experience.
- Collect relevant information about members to enhance and personalize their experience.
- Review and understand areas of improvement and implement proactive changes to enhance member experience.
On boarding and Facilitation:
- Complete the New Member Orientation process for all new accounts
- Curate new member on-boarding materials such as welcome member notes, FAQ guides, etc.
- Conduct pre-move-in meetings with all new member accounts to ensure a successful move in.
- Develop and review contracts for new and existing customers.
Sales Support:
- Conduct building tours set up by the Sales team for VIPs or prospective members as needed.
- Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc).
Building Operations and Management:
- Monitor the facilities to address any issues, escalating any recurring issues to relevant cross-functional teams.
- Know and explain company’s policies and procedures and communicate them to members via email, in person, or broadcast.
- Liaise with all stakeholders to ensure facilities are kept up to standards.
- Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.
- Provide support in scheduling and managing appointments with members and other stakeholders.
- Collect and manage and track payments from members.
Safety and Security:
- Review and understand the facilities emergency Action Plans.
- Create incident reports as necessary, respond appropriately and escalate any medical emergency (injury or illness)
- Respond to instructions from leadership regarding emergency situations or security alerts.
Requirements
- Atleast 1 year experience in Administration or Customer Services in co-working spaces.
- Experience in facilities, property management, hospitality, or a related field would be advantageous
- Proficient in Microsoft Office 365.
- Excellent interpersonal skills with the ability to build and maintain productive working relationships
- Exceptional customer service and communication skills
- Strong attention to detail, integrity, and a proactive approach.
- Demonstrated ability to exercise judgment and resolve issues
For a list of all our vacancies, check out our careers portal: https://humlog.keka.com/careers/
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