What are the responsibilities and job description for the Customer Experience Coordinator position at Highwoods Properties?
At Highwoods, we focus on providing exceptional experiences for everyone involved – our customers, employees, stakeholders, and local communities. We believe in enhancing the customer experience within our buildings by integrating hospitality and top-notch amenities, creating a work environment that is truly unmatched. Highwoods Properties is a publicly traded real estate investment trust (REIT) committed to owning, developing, and managing high-quality office spaces in thriving business districts. We believe that flexible office space is a key amenity for our customers, offering them the ability to scale as their business needs evolve.
A Day in the Life
As a Highwoods team member, you will contribute to our vision of creating great spaces and experiences that help businesses and professionals thrive. The Commons is a premium workspace in a Class A building in downtown Raleigh, providing a sophisticated, secure, and collaborative environment. The Customer Experience Coordinator plays a vital role in creating a welcoming environment and ensuring seamless daily operations across The Commons coworking space, Highwoods internal office operations, parking operations and customer services. This role blends administrative support with hands-on customer service, event coordination, and operational assistance, requiring strong organizational skills, problem-solving abilities, and a customer-first mindset. As a key representative of Highwoods, you’ll support CX managers, property managers, engage with customers and vendors, and drive efforts to enhance the customer experience. This dynamic role demands a high-energy, flexible approach, balancing administrative tasks with proactive customer engagement to foster a customer-centric culture.
Key Responsibilities
Customer Experience & Workspace Operations
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work is of a general office nature; while performing the duties of this job, the employee is regularly required to be on your feet for extended periods, talk, hear, and see; required to use arms and hands to reach and handle; typing on computer keyboard and using phone required. Ability to read, understand, and to communicate information and ideas clearly in writing and orally is required. The employee may occasionally need to walk, climb, balance, stoop, kneel, or crouch; and lift and/or move up to 30 pounds.
A Day in the Life
As a Highwoods team member, you will contribute to our vision of creating great spaces and experiences that help businesses and professionals thrive. The Commons is a premium workspace in a Class A building in downtown Raleigh, providing a sophisticated, secure, and collaborative environment. The Customer Experience Coordinator plays a vital role in creating a welcoming environment and ensuring seamless daily operations across The Commons coworking space, Highwoods internal office operations, parking operations and customer services. This role blends administrative support with hands-on customer service, event coordination, and operational assistance, requiring strong organizational skills, problem-solving abilities, and a customer-first mindset. As a key representative of Highwoods, you’ll support CX managers, property managers, engage with customers and vendors, and drive efforts to enhance the customer experience. This dynamic role demands a high-energy, flexible approach, balancing administrative tasks with proactive customer engagement to foster a customer-centric culture.
Key Responsibilities
Customer Experience & Workspace Operations
- Provide onsite coverage, greeting visitors, assisting members, and troubleshooting AV or workspace issues.
- Maintain a clean, organized, and fully stocked workspace, including lounges, kitchens, phone booths, and conference rooms.
- Ensure the space remains show-ready by proactively tidying—loading/unloading the dishwasher, dusting, putting away cups, brewing coffee, and addressing small maintenance/operational needs before they arise.
- Anticipate supply needs, restocking beverages, snacks, and office essentials to enhance the member and employee experience.
- Manage conference room reservations, workspace inquiries, and general office logistics.
- Pick up and deliver mail, ensuring efficient handling of packages and correspondence.
- Serve as a go-to resource for troubleshooting customer issues across coworking, parking, and office operations.
- Provide support to the Customer Service and Parking teams, assisting with customer requests via email, work orders, and phone calls.
- Assist in parking operations, resolving issues to ensure a seamless customer experience.
- Manage corporate accounts (e.g., FedEx) and office service providers to streamline shipping and delivery.
- Support invoicing, data entry, and administrative workflows for office management.
- Manage inventory management, ordering supplies, and maintaining office essentials.
- Track and update workspace reservations, maintenance requests, and customer inquiries in internal systems.
- Support data management in work order systems (e.g., Prism) and CRM platforms (e.g., Salesforce) for accurate reporting and operational efficiency.
- Help plan and execute events for The Commons, Highwoods employees, and the broader building community.
- Collaborate with internal teams and vendors to enhance programming and engagement.
- Assist in creating customer perks and experiences that add value and strengthen the community.
- Support customer onboarding/offboarding logistics, including workspace setup and internal system access.
- Service-Driven: Passionate about creating an exceptional experience for customers, employees, and community members.
- Problem-Solvers: Proactively identifies and resolves issues, keeping operations running smoothly.
- Highly Organized: Keeps spaces clean, stocked, and functional while managing multiple priorities.
- Communicators: Excellent at written and verbal communication
- Detail-Oriented: Ensures accuracy in administrative tasks, invoices, and data management.
- Tech-Savvy: Comfortable working with work order systems, CRM platforms, and office management software.
- Team-Oriented: Works collaboratively across departments to enhance customer and employee experiences.
- Energetic & Adaptable: Thrives in a fast-paced, hands-on role with shifting responsibilities.
- Associate's degree or Bachelor’s degree preferred
- 1-3 years of relevant customer experience or office management experience
- Proficiency in Microsoft Office and CRM systems; Salesforce experience is a plus
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Work is of a general office nature; while performing the duties of this job, the employee is regularly required to be on your feet for extended periods, talk, hear, and see; required to use arms and hands to reach and handle; typing on computer keyboard and using phone required. Ability to read, understand, and to communicate information and ideas clearly in writing and orally is required. The employee may occasionally need to walk, climb, balance, stoop, kneel, or crouch; and lift and/or move up to 30 pounds.
