Service Team Member - Full Time

Who We Are 

Waterman offers premium workspaces designed for individuals and teams with ergonomic coworking areas, dedicated desks and private offices with a range of flexible coworking membership options. We are supporting businesses by offering a flexible workspace in order to create an environment that will profoundly support businesses and positively affect the communities we live in. We are truly inspired by their courage, their wonderful entrepreneurial spirit and their willingness to back themselves. 

We believe that by providing the right spaces, community and support, we can influence the success of business — the flow on effect of which is prosperity and wellness for communities and individuals.

Each of us hold in our hands the power to do good but on our own we can only get so far. Together we are capable of achieving so much more.

The Role 

Our Service Team members are responsible for delivering excellent customer service at our Collins St location. This role works closely with the Operations Department and Community Department to deliver the best member experience possible, in line with Waterman’s Standards. This a full-time role reporting to a Service Area Manager and is a part of the Service Team in the Operations Department. You will be working with another Full-Time Service Team Member on site and will be required to fill-in at other Waterman Locations when requested.

You must be available to work onsite Monday to Friday, 8:00am-5.30pm daily. 

No weekends or public holidays.

Locations

• Level 2/260 Collins St, Melbourne

 (*driver's license + flexibility to complete training in another centre during onboarding and to assist with roster gaps at other sites)

In your cover letter please detail your first available start date

Key Responsibilities 

• Interact with our members in line with our core values.

• Answer customer enquiries via phone, email, or in-person promptly and professionally.

• Phone Answering - Answering >95% of Waterman reception calls and Small Site Kiosk Calls.

• Support coordination of jobs for the Operations team.

• Assist Service Teams with their workload at other Waterman locations

• Provide overflow support for Telesales by answering, qualifying and closing inbound leads

• Participate in weekly team meetings and ongoing training

• Maintain high customer satisfaction levels in all customer responses

• Adhere to company policies and procedures consistently

• Contribute to a supportive, productive and healthy culture of teamwork and fun

Assigned Waterman Location - Responsibilities 

• Resolve or escalate member complaints, maintenance requests and technical issues for your specific sites

• Coordinate and support onboard/offboard duties with Community Manager

• Set up and pack down regular community events

• Ensure upkeep of shared and bookable spaces

• Collect and distribute mail to member mailboxes

• Be a first responder to onsite incidents and issues if present

• Coordinate inventory management of furniture

• Stay across purchases to ensure supplies are stocked on site

• Develop local knowledge to assist visiting guests and members

Skills Required 

• Computer literacy - Proficiency with CRM, Microsoft Teams and Microsoft Office suite is preferred.

• Maintain records - Document customer interactions, enquiries, and resolutions in our CRM system.

• Adaptability - Willingness to learn and adapt to changing processes.

• Handle complaints/Escalate when needed - Address customer complaints with empathy and find appropriate solutions. Mental resilience to deal with challenging customer conversations.

• Empathy and patience - Ability to understand and empathize with customer concerns and remaining calm in challenging situations. 

• Excellent professional communication skills both written and verbally.

• Problem Solving - Investigate and resolve customer issues in a timely manner.

• A natural flair for customer service and hospitality and an interest in the business community.

• Track record of being a supportive team player - you will have a supportive site team and wider service team to interact with.

• Organised, attention to detail and able to manage competing commitments in a fast-paced environment and the ability to remain calm under pressure.

• The perfect balance between being pragmatic and detail oriented. 

• Previous experience in a customer facing role. 

What we offer

• Competitive salary (inc Super)

• Community Support

• Fun and friendly team environment with yearly activities

• Experience in a multi-faceted role

• Opportunity to engage with a diverse business group

If this sounds like a position that you would be interested in, we'd love to hear from you!