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Front Desk

2 months ago

Toronto, Canada Ontario Centre of Innovation Full time

**_Front Desk Operations & Member Services Coordinator_**

Reporting to the Manager of Operations & Member Services, OneEleven, the Coordinator is responsible for providing professional and responsive customer service to requests and questions related to facilities support, in addition to operational tasks to support 111’s growth. You will perform a wide variety of administrative functions ranging from complex to routine, including operating the front desk, basic technical support and troubleshooting support (e.g. audio visual and mobility set up, printer toner replacement, etc.). In addition to being a well-organized, detail oriented and effective communicator, the Coordinator takes ownership and accountability for completing all assigned tasks and acts as the first point of contact for health and safety related issues.

The Operations & Member Services Coordinator will also play a key role in terms of supporting space upgrade projects, rolling out HubSpot, and managing vendor relationships.

**Duties and Responsibilities**
- Ownership and implementation of designated (as determined by Manager) space upgrade projects, and to identify
new space upgrades which can lead to added value to our membership.
- Support the roll-out of HubSpot and associated training requirements, which can lead to improved management of the pipeline and improved data collection of member feedback and growth needs
- Supporting the Operations team in terms of vendor relationship management (e.g. Robin, Envoy, Muldoon’s), including timely communications, invoicing and ensuring vendor is delivering on contractual obligations
- Supporting the Operations team in terms of enhancing ecosystem benefits to members by conducting a "needs assessment" (e.g. gaps in Member Benefits guide) which leads to new value-adding partnerships to the Member Services offerings
- Onboarding of new OneEleven community members to facility and digital platforms
- Greet all guests in a friendly and courteous manner, determines nature of business, and announces visitors to
appropriate staff.
- Answer main phone line, directing calls as appropriate and provides general information on programs offered by
OneEleven.
- Distribute all correspondence and incoming mail to appropriate staff and date stamping.
- Maintain calendar bookings for location boardrooms and resolves minor conflicts that may arise.
- Order office supplies and replenishes toner cartridges for photocopiers and printers in the office.
- Keep supply area and kitchen neat, tidy and stocked (i.e. makes sure the paper supply is sufficient, emptying dishwasher, filling the fridge).
- Ensure smooth operation of office equipment, making arrangements for minor repairs to equipment and facilities, and makes service calls when necessary (i.e. leaks, HVAC, lights, etc.).
- Provide responsive and professional frontline customer service, both internal and external, as they relate to facilities
service requests: premises cleaning, HVAC, electrical, security, etc.
- Liaise with Oxford Properties and building operators for facility, health and safety and security related issues.
- Coordinate the issuing and cancellation of security passes to staff and contractors
- Support requests for key and lock changes to offices and track these assets.
- Act as primary security contact for OneEleven and initiate relevant emergency protocols, as necessary, including notifying key points of contact and activating telephone tree.
- Maintain computer-based files, maintaining filing system and document management for policies and vendor
contracts.
- Provide minor IT support working with our IT support vendor, including purchasing and inventorying of equipmentand software.
- May be required to perform other related duties as assigned.

**Qualifications**
- Minimum 2 years of related experience in an administrative capacity with demonstrated customer service experience.
- Basic knowledge of CRM platforms and/or HubSpot.
- Detail oriented and resourcefulness are key.
- A strong sense of ownership about customer service.
- Team player with highly developed communication and interpersonal skills and the ability to work effectively and collaborate with people at all levels within the organization.
- High degree of initiative, efficient, organized and able to produce high-quality work under pressure in a fast-paced environment.
- Ability to manage numerous conflicting and changing priorities simultaneously.
- Humility. We cannot stress this enough. Every day, we will go into work with the singular goal of helping entrepreneurs and founders, who are risking everything for their business. If that is not humbling, we don’t know what is

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