What are the responsibilities and job description for the Member Experience Associate position at Kiln?
About Kiln:
Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces.
Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi Utah. Today we have 12 locations across Utah, California, Oregon, Colorado and Idaho with plans of rapid expansion throughout the U.S. Kiln is pioneering the future of hybrid work within the niche of ‘flex office’ in the broader commercial real estate sector.
Our Core Values:
1: Human at the core
2: Achieve & Celebrate Together
3: Thoughtful and with Purpose
4: Always Evolving
5: Nothing short of Extraordinary
6: Scrappy & Ingenious
Role Summary:
The Member Experience Associate is the first point of contact for Kiln community members and acts as the “face” of Kiln.
This role would support the Provo Kiln location with 20-25 hours per week. On-site only.
Goals and Objectives:
Support the Community Management team to achieve the following:
- Personifies Kiln’s core values and strives to achieve our mission
- Create a welcoming and collaborative community environment amongst our members through events and building relationships between members
- Ensure that assigned Kiln facilities are fully operational and processes are running smoothly
- Drive growth and promotion of Kiln-provided service offerings
- Take direction from the Community Director to support the Community Team as required
Key Relationships:
- Cross-functionality between other locations
- Member communication
Major Responsibilities:
Responsibility for the functionality and organization of the front desk, main lobby,storage areas, mailroom, and greater Kiln office space.
- Cheerful and friendly greeting of team members, Kiln members, and guests
- Coverage of the front desk during assigned business hours
- Responsibility for the guest check-in process
- Responsibility for the mail service and accurate distribution to members
- Facilitation of walk-in tours and collection of these inbound leads
- Facilitation of new member onboarding checklists (orientation, keys, welcome kits, etc.)
- Preparation of new member office move-ins/inspection of offices after move-outs
- Development of new organizational systems for inventory as needed
- Inventory/purchasing of mailroom and front desk office supplies
- Manage event inquiries and calendar bookings and assist with set-up and breakdown of events
- Ensuring the front desk and building is clean and well kept including promptly taking care of spills and countertops and scheduling cleaning crew after incidents
- Assisting with building operations and maintenance as needed to ensure the highest level of member experience
- Preparation of communication to members including notes, emails, and Slack messages to members including member delights, birthdays and newsletters
- Trouble-shooting member-related issues to ensure a friction-free member experience
- Identification of issues for escalation to Community Director and documenting accordingly
- Liaison between Kiln Parking Office/gym (location dependent)
- Administrative support to Director through calendar bookings, meetings and conference room preparation, conference room maintenance
- Procurement of Logos for new member Resident Desks and Private Offices
Ideal Experience and Skills:
- Partial completion of a college degree preferred, not required.
- Office management or administrative experience
- Customer service or support experience
- Must have strong verbal and written communication skills
- Exceptional organizational and multitasking skills
- Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, follow through and empathy
- Passion for entrepreneurial communities
- Passion and understanding for Kiln’s mission and values
- Proficient in basic computer skills.
