22JOB DESCRIPTION
Position Title: Client Relations Executive
Issued By: Aeonn Ark Pvt Ltd
Reporting To:
- Primary (Line): Vertical Lead – Coworking Operations
- Secondary (Dotted): General Manager – Urban Ventures (as needed)
- Location: Innovspace – Kalapatti or Sitra Branch, Coimbatore
- Employment Type: Full-time
Role Overview
As Client Relations Executive, you are the primary ambassador for Innovspace's members and prospects. Your mission is to create delightful first—and lasting—impressions, guiding every visitor smoothly through the sales funnel into long-term membership. You will leverage your active listening, solution-selling, and relationship-building skills to drive occupancy, upsell ancillary services, and ensure clients feel valued, supported, and connected to our coworking community.
Key Responsibilities
2.1 Client Onboarding & Offboarding
- Answer inbound calls/emails on space availability and pricing
- Qualify requirements; log all Tour Requests in CRM within 15 minutes
- Onboard New Clients: Facilitate membership activation—execute contract sign-off, set up access credentials, and deliver orientation tours
- Maintain Client Contracts: Track renewals, amendments, and add-on service agreements; ensure all documentation is current in the CRM
- Offboard Departing Clients: Manage offboarding checklists—collect access badges, settle outstanding dues, and conduct exit surveys.
2.2 Member & Visitor Engagement
- Welcome & Guide: Greet members, prospects, and guests warmly and professionally
- Needs Assessment: Listen to visitor requirements and recommend the optimal desk, office, or meeting-room solution
- Follow-Up: Track tour outcomes and engage no-shows or undecided prospects to drive bookings.
- Confirm tours one business day prior; escort visitors on standard facility tours; capture feedback.
2.3 Business Conversion Support
- Lead Capture: Record prospect details and follow-up actions in the CRM with 100 % accuracy
- Quotation & Upsell: Generate tailored proposals and upsell add-on services (meeting rooms, pantry packages)
- Conversion Tracking: Monitor tour-to-booking conversion (target ≥ 25 %) and report weekly to the Vertical Lead.
2.4 Space & Booking Management
- Manage Reservations: Oversee hot-desk, dedicated-desk, and meeting-room bookings using the booking platform
- Optimize Utilization: Identify under-utilized slots and propose promotions or flexible packages
- Prepare Spaces: Ensure all areas are set up with supplies, AV equipment, and cleanliness before each booking.
2.5 Member Support & Issue Resolution
- First-Line Support: Address member inquiries (IT, facilities, billing) with prompt coordination with the Facility Manager and IT team
- Service Tickets: Log, prioritize, and escalate issues; achieve a 95 % resolution rate within 24 hours
- Member Advocacy: Collect and escalate member feedback to the Vertical Lead for continuous improvements.
2.6 Client Feedback & Continuous Improvement
- Pulse Surveys: Distribute brief surveys post-tour and post-stay; target ≥ 70 % response rate
- NPS Collection: Conduct monthly NPS surveys; aim for NPS ≥ +40 and track trends
- Real-Time Feedback: Solicit How did we do check-ins; log compliments and concerns immediately
- Insights Reporting: Deliver weekly summaries—themes, action items, satisfaction scores—to the Vertical Lead.
2.7 Administrative & Reporting Tasks
- Daily Reporting: Send end-of-day summaries—visitor counts, bookings, issues, upsell performance—to the Vertical Lead
- Financial Processing: Process walk-in payments, petty-cash disbursements, and invoices with zero errors
- Inventory Oversight: Monitor front-desk supplies and flag restocking needs 48 hours in advance to Facility Manager
2.8 Community Information & Promotion
- Inform Members: Share details of upcoming workshops, networking sessions and community programs organized by the VL
- Display Collateral: Maintain up-to-date event posters, schedules, and digital screens at the front desk
- Member Referrals: Encourage members to invite peers and participate in community initiatives.
2.9 Issue Escalation & Handover
- Maintenance Escalation: Flag unresolved maintenance or supply issues by 12 PM; escalate to the Facility Manager
- After-Hours Handover: Document and hand off weekend or after-hours concerns to on-call staff with clear log entries
2.11 Payment Collection & IT Coordination
- Payment Handling: Collect on-site day-pass, printing, and meeting-room payments; issue receipts and reconcile daily with Finance
- IT Issue Logging: Log and escalate IT issues (Wi-Fi, access control, billing systems) to IT support and track resolution
