22JOB DESCRIPTION
Position Title:Client Relations Executive
Issued By:AeonnArk Pvt Ltd
Reporting To:
- Primary (Line):Vertical Lead Coworking Operations
- Secondary (Dotted):General Manager Urban Ventures (as needed)
- Location:InnovspaceKalapattior Sitra Branch, Coimbatore
- Employment Type:Full-time
Role Overview
AsClient Relations Executive, you are theprimary ambassadorforInnovspace'smembers and prospects. Your mission is to createdelightfulfirstand lastingimpressions, guiding every visitor smoothly through the sales funnel into long-term membership. You willleverageyouractive listening,solution-selling, andrelationship-buildingskills to driveoccupancy,upsell ancillary services, and ensure clients feelvalued,supported, andconnectedto 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:Facilitatemembership activationexecutecontract 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 checklistscollect 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 andrecommendtheoptimaldesk, office, or meeting-room solution
- Follow-Up:Track tour outcomes andengageno-shows or undecided prospects todrive bookings.
- Confirmtours one business day prior;escortvisitors on standard facility tours;capture feedback.
2.3 Business Conversion Support
- Lead Capture:Record prospect details and follow-up actions in the CRM with100 % accuracy
- Quotation & Upsell:Generate tailored proposals andupselladd-on services (meeting rooms, pantry packages)
- Conversion Tracking:Monitortour-to-bookingconversion (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
- OptimizeUtilization:Identifyunder-utilized slots and proposepromotionsor 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, andescalateissues; 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:SolicitHow did we do check-ins; log compliments and concernsimmediately
- Insights Reporting:Deliver weekly summariesthemes, action items, satisfaction scoresto the Vertical Lead.
2.7 Administrative & Reporting Tasks
- Daily Reporting:Send end-of-day summariesvisitor counts, bookings, issues, upsell performanceto 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 advanceto Facility Manager
2.8 Community Information & Promotion
- Inform Members:Share details of upcomingworkshops,networking sessionsand community programs organized by the VL
- Display Collateral:Maintainup-to-date event posters, schedules, and digital screens at the front desk
- Member Referrals:Encourage members to invite peers andparticipatein community initiatives.
2.9 Issue Escalation & Handover
- Maintenance Escalation:Flag unresolved maintenance or supply issues by12 PM; escalate to the Facility Manager
- After-Hours Handover:Document and hand off weekend or after-hours concerns to on-call staff withclear 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
