Workplace Experience Specialist

Job Description

Who we're looking for

You’re an excellent communicator, comfortable interacting with all levels of employees, management, and third-party vendors. You are detail focused, have impeccable judgment. You always lead with "yes" but are comfortable saying “no” to requests that don’t fit team and/or company goals. You’re sensitive to employees’ needs and the needs of the company and your team. You know that providing excellent customer service might mean dropping everything to sort out an unexpected problem, but that’s OK; last-minute requests don’t faze you!

What you'll be doing

• This role requires that you work in our Madison Office M-F 8am - 5pm
• Provides coordination and support for delivery of Workplace Services
• Liaise with vendors, building managers and landlords as needed
• Maintains awareness of the workspace and submits janitorial and maintenance work orders as needed, communicating with appropriate partners to address issues
• Maintain and coordinate the cleanliness and safety of assigned buildings and areas, kitchens, equipment, etc. and perform daily rounds of the building, reporting and escalating issues to your lead and team members as appropriate
• Responds to customer requests and complaints promptly with accurate and thorough information according to the specific request
• Conducts guest registration through visitor management software
• Assists with light duty activities such as adjusting monitor arms, tightening screws on chairs, and adjusting cables under desks. Assists with meeting set up, furniture reset, and delivering temporary equipment and supplies. Troubleshoot issues with workstations, furniture and equipment and light furniture assembly: cabinets, shelving, etc.
• Utilizes and maintains integrity of databases, supports data entry of required reports and other digital tools associated with service delivery, as requested
• Follows security and emergency procedures as defined for the property, and responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures
• Record and reconcile expenses and maintain records of vendor proof of insurance and contractual documentation in place
• Share resources, knowledge, and practices with teammates to improve the office
• Manages the Food & Beverage program, including placing and stocking orders as necessary
• Coordinate all in-office events for employees
• Identify areas of process improvement and create action plans
• Work cross functionally with other teams on projects as needed while teams are working remotely
• Process invoices while working cross functionally with Accounts Payable, and report any missing/delayed shipment payments to the Senior Workplace Specialist/Manager
• Maintain Workplace Experience master documents, spreadsheets, calendars and floor plans
• Write and update articles on employee help center and communicate with the office via Slack as necessary, following the communications guidelines
• Support the Zendesk Sustainability team
• Perform other duties and special projects as requested
• Ability to comprehend and interpret instructions, short correspondence and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisors. Ability to effectively present information to an internal department and/or large groups of employees
• Comfortable meeting and engaging with new people with a warm and engaging demeanor, ability to assess circumstances, empathize and offer help
• Utilize a high level of attention to detail as well as strong interpersonal skills
• Have a positive attitude and a strong sense of urgency in resolving any issues that may arise
• Requires basic knowledge of financial terms and principles, with an ability to calculate simple figures such as percentages
• Ability to understand and carry out general instructions in standard situations and to solve problems in standard situations, requires basic analytical skills
• Intermediate skills with Google Suite. Comfortable with and embracing of new technologies and digital tools; such as apps, databases, financial management, work order management, social networking, cloud technologies, communications and handheld mobile technologies and applications
• Strong problem solving skills, highly adaptable and flexible, ability to work independently with little supervision
• Welcome visitors and deliver an exceptional guest and manages the employee experience at the front desk.

What you bring to the role

• Minimum of 3 years’ experience in a fast-paced administrative role
• Ability to consistently deliver a high level of customer service
• Strong communication skills across employees at all levels within the organization
• Demonstrated ability to handle multiple tasks with little or no supervision
• Advanced problem solving skills
• Ability to triage and create sensible prioritization in order to continue to be effective
• Positive attitude; grace under pressure
• Accurate, organized, punctual and accountable
• Strong computer skills including experience with Google Suite

Preferred Qualifications:

• Experience with Google Suite, Slack, Envoy (or similar visitor management software)
• Experience executing in-office events
• Mac literacy

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.