WORKPLACE AMBASSADOR LEAD

Job Summary

The Ambassador’s primary responsibility will be providing support to employees who work in a flexible (shared) desk environment.  This role will ensure employees have a safe, comfortable, and functional workspace.  Ambassadors will be responsible for the daily oversight of the fabric and maintenance of the floor space, achieved through face-to-face engagement, proactive communication, effective time management, and exceptional customer service. Ambassadors ensure that a seamless, consistent level of service is provided at every user touchpoint from the employees’ arrival on site to their end of the day departure. The Ambassador will consistently deliver a high level of customer service in a fast-paced environment and requires the ability to stay calm and focused when working with other teams to resolve issues.

Key Responsibilities:

• Manage and direct the daily responsibilities of a team of Workplace Ambassadors
• Regularly walk the site throughout the day whilst being available to support employee requests raised during the walkaround.
• Ensure there are available supplies of items such as headsets and technology cables to support staff if they have forgotten to bring in their own.
• Ensure all issues are logged and reported through the appropriate ticketing system; take ownership for effective follow up and resolution to the issue. 
• Monitor employee adherence to workplace policies, including desk check-in, clear desk policy, neighborhood seating, etc. and work to resolve issues with employee compliance.
• Solicit feedback on the flex seating experience and communicate to the appropriate team.
• Monitor & analyze data for issue trends. Work with Facilities Management and the tech teams to look for effective resolutions to prevent further occurrences of the same issue.
• Build positive and productive relationships that cultivate a high level of trust in the Ambassador’s ability to get issues resolved quickly across all levels of stakeholders.
• Support all customer inquiries and issues with a tactful and confidential approach.
• Follow all company policies and procedures.
• Liaise and work collaboratively in a positive and productive ‘one-goal’ approach across departments and building vendor teams to support issues to be resolved in a timely manner.
• Visibly engage with employees to be a known presence in the workplace, recognized for having a ‘can-do’ helpful and approachable attitude.
• Provide information regarding the San Antonio community including directions, attractions, shopping, dining, and nightlife.

Minimum Qualifications:

• Flexible and willing attitude and enjoys being part of a team.
• Inquisitive mind-set that takes pleasure with investigating issues to get them resolved quickly.
• Ability to quickly establish positive and productive relationships with colleagues, building vendors, and the firms’ employees.
• Passionate about great customer service and ensuring employees / visitors have a positive experience when in the office.
• Proactive and confident to make reasonable suggestions for where Wells Fargo improvements may be achieved.
• Must have a positive attitude with the ability to remain flexible and patient in high-pressure scenarios.
• Prior experience in hospitality, tourism, or retail customer service roles.
• Basic knowledge of Microsoft Office Suite (Excel, Word, and PowerPoint).
• Excellent verbal and written communication skills.
• Stellar problem-solving and critical thinking skills.
• Excellent organizational and multitasking skills.