Operations and Customer Service Coordinator - Serendipity Labs

About Serendipity Labs

Serendipity Labs offers upscale workplace communities to its members from a cross section of industries. It does so through the superior service delivery of flexible workplace offerings such as private offices, team spaces, coworking memberships and venues for events and business meetings. With a growing national and international network, our flexible membership plans allow Members to work, meet and innovate in our inspirational settings in urban and suburban locations. By building on hospitality and coworking industry experience, Serendipity Labs understands how to exceed Member and Guest expectations. We are looking for candidates who are passionate about delivering upscale experiences and who want to run a business within this high growth, fast paced industry.

Operations Coordinator – Full Time

Do you thrive in collaboration and event planning Are you a natural networker always looking to build connections in your community? Do you prefer the use of systems and processes to contribute to daily workflow? All of this will help you be a champion for the Serendipity Labs brand as an Operations Coordinator!

Key Accountabilities

Marketing & Community

• Lead artist partnerships including: reaching out/vetting potential artists, generating any social media marketing for artist reception, overseeing install/deinstall, organizing and executing artist reception. Plan two Lab Member events each month to foster community within the Lab. 
• Partner with outside organizations to host monthly events (2-6 partnered events each month) to engage the community and promote brand awareness.
• Contribute lab social media content to central marketing and producing content for member newsletters.
• Provide lab tours when GM is not available.

Member Experience

• Assist with the staffing of reception during lab business hours as needed
• Be visible and always delighted to assist
• Responsible for resolving member issues and escalating them when needed
• Be the first line of defense for IT issues and basic troubleshooting. As an operations lead you will be responsible for ensuring that our customers have a positive user experience with all member-based systems. For example: Meeting room AV usage, Wifi and printing solutions.

Lab Operations

• Ensuring the lab opening and closing checklists have been completed and the lab is member ready at all times.
• Review and process monthly invoicing/billing for accuracy and assisting with follow up on delinquent accounts according to AR process, escalating to GM when necessary.
• Manage the stock levels and ordering of consumables being mindful of budget targets and controlling costs.
• Creating/maintaining complete Member profiles in member management system with all necessary information and documentation.
• Facilitating new member onboarding/orientation
• Oversee and ensure that all areas of the lab are well presented at all times.
• Oversee and ensure that all operational systems are in working order and escalate issues to resolve in a reasonable timeframe.

Meetings & Events

• Ownership of the service delivery for meeting and event bookings.
• Ensuring rooms are reserved in the systems and room time and services used are accurately billed for.
• Support Area GM, GM of Ops or LM in coordinating catering for M&E.
• Work with the EC team on meeting and event set up.

Team Leadership

•  Ensuring Experience Coordinators are fully trained on Lab operations and providing excellent  customer service to Members and guests.
• Be a coach for ECs when they have questions or are in need of additional training/support.
• Actively supporting professional growth of Experience Coordinators

Essential Knowledge, Skills, and Abilities:

1. Minimum 1-2 years of experience as a Team Leader in a hospitality driven environment (hotels, retail).
2. Ability to consistently deliver a high level of customer service.
3. A keen attention to detail and ability to be proactive in support of Team, Members, and Guests.
4. The ability to lead and delegate while holding Team Members accountable.
5. Excellent organizational skills including the ability to prioritize and multitask.
6. Ability to work with grace under pressure and demonstrate flexibility.
7. Good basic IT knowledge and the ability to learn, use, and troubleshoot systems

Requirements:

• Reasoning, remembering, mathematics, appropriate language (written and verbal) ability.
• Support and interact with members, visitors and lab staff
• Hearing – Ability to receive detailed information through oral and telephone communication.
• Talking – Clearly expresses ideas by means of spoken word.
• Ability to sit, stand, type and view a computer screen for extended periods of time (covers repetitive motions and vision)
• Ability to perform low impact physical tasks, such as use of stairs, stooping, walking, pushing, pulling, and lifting. Regular usage of stairs if required at the location.
• Satisfactory pre-employment D.O.T drug test.

Perks & Benefits:

• Up to $1,000 in bonuses per quarter
• 80 % Paid Medical, Dental, Vision (Yearly Open Enrollment)
• 50% Paid Short-Term and Long-Term Disability
• Flexible Spending Account (FSA) and Health Savings Account (HSA) which allows you to set aside pre-tax dollars to pay for qualified expenses
• Paid Parental Leave Policy
• 401K –through TriNet & Empower Retirement Services
• Employee Assistance Program (EAP)
• Commuter Benefits
• Staff Discounts via TriNet Marketplace on hotel rates, car rentals and more
• Generous Paid Time Off, Sick Time and company paid holiday
•  Educational Assistance Program - Serendipity Labs encourages career advancement and provides resources for our employees looking to further their education in the form of tuition reimbursement.
• Employee Referral Program