Workplace Manager - Ticketed Services - Pacific Program Management

Pacific Program Management is now Cresa!

At Cresa, we believe our clients deserve better. A better space to work, create, build, grow. A better outcome for their people and organization. A better partner who puts their needs first, helping them navigate the landscape, tilting the playing field in their favor and giving them an insider’s edge.

Our mission is to find and foster the best environment for every business. Our purpose is to think beyond space - strengthening those we serve and enhancing quality of life for our clients and employees. We are built to champion our clients’ aspirations through real estate. When considering partnership, we strive to connect with those who share our values: Work Together, Create Value, Be Tenacious, Enhance Community, and Embrace Diversity.

We believe in being the change. We work together to find new ways of doing things that create value for our clients — and for each other. Because there is not much that feels better than collaborating to make a positive difference each day.

At Cresa, we offer an opportunity to be part of something bigger. To learn, advance, mentor and be recognized. Your voice will be heard, and you will be valued for both your individual and team contributions.

Job Summary

As the Workplace Manager I - Ticketed Services, you will be a key player in delivering outstanding service with an ability to communicate clearly with all parties involved in a project or service, including key stakeholders, internal customers, team members and vendor partners. This role requires the ability to demonstrate exceptional customer service, teamwork, and attention to detail to ensure client satisfaction. Must be able to deal with conflict while maintaining professionalism and focus on project or service goals. You will thrive in a fast-paced, goal-oriented environment with an eye for delighting the customer. This position is on the front lines in resolving customer inquiries as well as directing them to the right place to get the help they need. The successful candidate in this role has great listening skills, attention to details and can communicate effectively through various communication vehicles utilizing both written and verbal skills.

Key Responsibilities

• Resolves client customer issues and answers questions to ensure a positive customer experience
• Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience
• Provides client customers with product or service information solutions
• Resolves inquiries through a ticketing system
• Processes transactions accurately and efficiently
• Maintains a high level of product/client knowledge to effectively address client needs
• Collaborates with team members to ensure client satisfaction
• Maintains a queue of customer requests for, but not limited to, services related to space, furniture or space accessories
• May be required to assist work place managers with database updates of project floor plans, space assignments, occupancy, vacancy and utilization data for assigned sites
• May be required to assist with audits of the existing space for changes to architecture, FF&E and signage
• Develop, prepare and distributes cadenced and requested reports
• Maintain strong multi-level customer contact and relationships and directs space needs
• Meet all SLA requirements by providing daily correspondence, updates and resolutions for client needs via ticketing system
• Support the client’s Onboarding process (badge access, security clearance, parking and seat assignments)
• Support Launch and Move teams by identifying and aligning tickets with overarching or intersecting move or launch projects
• Support the Move team with move project planning and execution as needed
• Facilitate the coordination of client Individual Moves (up to 10 headcount)
• Update client seat assignments with new hires, transfers, terminations and distribute to client and strategic planning teams as requested
• Provide measurable and timely response to client inquiries, work requests, and concerns
• Develop and lead a project team of key stakeholders (including vendor partners and clients etc.) to meet the project milestones and deliverables
• Develop vendor relationships and knowledge of their services and scope along with high-level processes
• Maintain accurate seating and headcount data in client’s space management platform.
• Develop and maintain accurate project documentation/project files
• Facilitate project meetings with service line leaders and key customer stakeholders
• Document risk and issues related to NRRs, SLAs or KPIs and escalate as needed
• Participate in process improvement and initiatives
• Other related duties as assigned

Job Skills & Qualifications

• High school diploma or equivalent required, with a Bachelor’s degree preferred
• Minimum of 2-3 years of business experience in a customer service/project management environment preferred
• Excellent communication and interpersonal skills
• Works well alone or with a team environment
• Ability to complete tasks with minimal supervision using established policies, guidelines, written and verbal procedures and instructions
• Able to maintain punctual and consistent attendance
• Strong analytical and problem-solving abilities
• Ability to de-escalate and resolve conflict
• Ability to multitask and prioritize in a fast-paced environment
• Proficient in computer systems and software applications
• ERP/ CRM experience preferred
• Strong cross-cultural communication skills and ability to communicate effectively across multiple levels
• Strong organizational skills
• Relentless attention to detail and organization
• Previous space occupancy or data management experience preferred
• Proficiency with MS Office Suite, MS Project, MS Visio, and other data management software
• Must be able to exchange accurate information at various levels demonstrating the ability to build consensus for decision-making
• Maintains courteous and professional manner and works well in a team environment
• Roles requires daily communication with direct manager and regional team, client and account vendor team members. Must be able to exchange accurate information in these situations.

Physical Requirements

• Some travel may be required to integrate, learn, and deliver
• Periodical evening and weekend work required during building opening, relocation and employee move projects
• Must be able to move within and between client buildings more than 50% of the day
• Regularly required to sit for long periods of time
• Occasionally required to stand and walk for extended periods, stoop, kneel, crouch, and crawl
• The person in this role needs to be able to occasionally lift up to 25 pounds

EEOC

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law