Community Associate

The Community Associate (CA) acts as the first point of contact for all customers and visitors, providing a professional and friendly service as well as delivering an exceptional first impression for the fast-paced Regus centre(s) in Jamaica.

Job Description – Community Associate

Vision

To lead the flexible workplace revolution. Work no longer happens just in fixed offices – it happens everywhere, but that doesn’t mean a place is no longer important for work to happen; far from it. The key to successful flexible working is having a convenient, high quality place to work, when you need it, where you need it. So to help our customers be even more successful, we provide them with an ever expanding range of convenient places to work, wherever they happen to be.

Purpose

The Community Associate (CA) plays a key role in delivering the customer service expectations of our customers, prospects and vendors. In conjunction with the rest of the centre team, the CA ensures the customer experience is exceptional throughout the entire business centre. The CA becomes a critical player in delivering this exceptional service. Ultimately, the actions and service provided by the CA are the catalyst for providing customers with a reason to come to Regus and then stay with Regus.

The CA acts as the first point of contact for all customers and visitors providing a professional and friendly service as well as delivering an exceptional first impression.

Key Areas of Responsibility

Customer Service/Administration

● Act as a key point of contact for customers and visitors providing a professional and friendly service as well as delivering an exceptional first impression.

● Serve as a primary resource in assisting customers within the centre.

● Serve as a resource for customers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an exceptional and timely manner.

● Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our customers and guests, always going above and beyond.

Operational Tasks (include but are not limited to)

● Deliver a range of community initiatives designed to develop connections between members; this includes but is not limited to - an exciting calendar of business and social events, email and print communications.

● Ensure thorough management of lounge member check-ins and departures.

● Execute a seamless client experience during onboarding and move-out.

● Oversee the handling of all daily incoming and outgoing mail for members.

● Run pre-billing checks and handle debt collections.

● Keep internal key documents up to date at all times.

● Responsible for opening the centre/s in the morning and closing the centre/s at the end of the day.

Selling Services

● Contribute to the overall revenue of the centre by identifying opportunities and actively upselling/cross selling Regus products and services.

● Ensures that all daily service charges are captured and entered into the POS (billing system) on a daily basis.

Key Skills, Experience & Competencies

Skills and Experience

● Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.

● Ability to communicate effectively and professionally in both local language and English (written and oral).

● Solid organisational skills, including the ability to prioritise and multitask in a demanding environment.

● Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook.

● Ability to operate basic office equipment.

Competencies

● Shows Care: Is committed to creating strong working relationships with customers and colleagues, acts with integrity and strives to act in the best interests of the organisation and team.

● Anticipates Customer Needs: Understands that customer satisfaction is key to business success and is committed to providing an excellent customer experience at all times.

● Embraces Change: Understands the dynamic nature of the organisation and is committed to adapting to changing priorities.

● Takes Ownership: Accepts accountability, uses own initiative and works proactively.

● Good Communicator: Demonstrates good two-way communication skills.

● Commercial Awareness: Understands the impact of financial performance on business results and how own actions impact the broader commercial environment.

● Result Oriented: Relentlessly pursues the achievement of goals and sustained profitable growth, whilst adhering to Regus standards and policies.

● Team Player: Works cooperatively and is committed to the overall team and organisation objectives.

Desirable

● Previous customer service experience.

● Professional communication skills with a high success rate in building and maintaining relationships

● Team builder. Recognises the importance of the team and working together.

We offer:

• An inspiring work environment
• Training and development
• Growth opportunities