Service & Experience Agent at WeWork

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Real Estate, Coworking, Flexible WorkspaceIndustries

Requirements

Bachelor's Degree
English proficiency (80%)
Preferably at least 1 year of experience in customer service or hospitality sector
Soft skills, customer oriented
CRM skills such as Salesforce (recommended)
Writing skills
Good spelling
Technological skills
Reading comprehension

Responsibilities

Properly classify support requests
Review account details (e.g., product type, previous requests, contract, number of people vs. assets, primary member and account manager, balance details, invoices, pending balance, payment notification emails, payment method change, payment attempts, building visits, credit usage, reservations)
Provide a timely first response to requests
Follow up on requests (maximum every 8 hours, minimum 2 times before closing, except in specific cases)
Close requests once resolved and propose solutions or alternatives (where applicable)
Escalate requests to corresponding area/team if necessary (<20% of cases)
Maintain 70% adherence to phone calls
Take calls without letting them sit in queue or go unanswered
Follow verification process for calls
Leave appropriate notes for good follow-up
Open request for follow-up (where applicable)
Schedule call back if necessary
Participate in constant improvement projects (project management, qualitative/quantitative measurement, justification and impact)

Skills

Customer Service

Ticket Management

Request Classification

Account Review

Telephone Support

Escalation Management

Follow-up

Operational Efficiency

Contract Review

Payment Processing

Invoice Management

WeWork

Provides coworking and office space solutions

About WeWork

WeWork provides shared workspaces and office solutions for individuals and businesses. Their spaces are designed to be flexible, allowing users to rent desks or private offices based on their needs. WeWork's locations are equipped with amenities such as high-speed internet, meeting rooms, and communal areas, making it easy for members to collaborate and network. Unlike traditional office rentals, WeWork offers short-term leases and a variety of membership plans, catering to freelancers, startups, and larger enterprises. The goal of WeWork is to create environments that foster productivity and community among its members.

New York City, New YorkHeadquarters

2010Year Founded

$12,795.1MTotal Funding

IPOCompany Stage

Social Impact, Real EstateIndustries

5,001-10,000Employees

Benefits

Competitive healthcare benefits

Life and AD&D insurance

401(k) matching

20 days of PTO

10 paid holidays

80 hours of paid sick time per full calendar year

16 weeks paid parental leave

Risks

Increased competition from Upflex threatens WeWork's market share.

WeWork's $19 billion debt limits financial flexibility and growth investment.

Bankruptcy filing indicates financial instability, risking client trust and membership decline.

Differentiation

WeWork transforms buildings into dynamic, collaborative workspaces for creativity and focus.

WeWork offers infrastructure, services, events, and tech for creators to thrive.

WeWork's eco-friendly workspaces attract environmentally conscious businesses.

Upsides

Flexible workspace demand is increasing with hybrid work models benefiting WeWork.

Digital nomadism rise creates global demand for coworking spaces, expanding WeWork's market.

Corporate downsizing in favor of flexible leases aligns with WeWork's offerings.

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