Member & Community Experience Associate

What You'll Do:

Arrival & Welcome 
• Check in guests, prospective neighbors on tours, and vendors. You are the first point of
  contact for everyone who comes through the door.
• Check in hotel guests at properties where Flow offers hotel stays.
• Issue and deactivate vendor fobs as needed to maintain building security.
 Neighbor & Guest Support
• Receive and work neighbor, guest, and vendor requests and complaints through Zendesk,
  Flow's support ticketing platform, and follow each one through to resolution.
• Handle escalations directly when you can. Know when to bring in the Director.
• Represent Flow's tone in every interaction — how you communicate in person and in writing is
  how Flow communicates.
Move Management & Access
• Walk new neighbors through their welcome packet and issue keys at move-in. This is where
  the experience they chose begins.
• Support move-outs and internal transfers.
• Manage elevator reservations in service mode: coordinate the schedule, lock and unlock the
  elevator, and walk neighbors through how to use it
  Amenities & Events
• Handle amenity reservations: confirm availability, process bookings, and know the policies
  and fees for each space
• Support events — setup and check-in — without leaving the front desk unattended
  Lobby & Property Standards
• Keep the lobby secure, organized, and consistent with Flow brand standards
• Update property signage as programming changes: elevator frames, display boards, event
  flyers
Packages & Deliveries
• Sort and log packages from couriers in the package room, and notify neighbors when
  deliveries arrive
• Conduct regular locker audits to locate missing or misplaced packages
  Shift Operations
• Prepare shift handoff notes that give the next person a real picture: what happened, what to
  watch, what needs action.
• Handle cash accurately.
• Navigate building platforms without friction and learn new tools as they're introduced.
 

What You'll Bring:

• You've worked in a customer-facing environment — hospitality, residential, retail, or service —
  and you know how to handle what walks through the door.
• You write clearly and communicate warmly, and you carry the same tone in a Zendesk ticket
  as in a lobby conversation.
• You're comfortable with Zendesk or a comparable platform and can work within property
  management and revenue management software without needing to be walked through it
  every time.
• You handle cash accurately.
• You stay composed when things escalate, and you know the difference between de-escalating
  and avoiding.
• Nothing falls through on your watch — package logs, signage updates, handoff notes — you
  treat the details like they matter, because they do
• Applicantsmustbe 18 years of age or older

We take care of our people so they can do their best work. 

• Health and Wellness  Comprehensive medical, dental, vision, disability, and life insurance and parental leave benefits. On-staff doctor, free therapy through SpringHealth, acupuncture, an Employee Assistance Program, and other wellness offerings.
• Time Off  PTO and paid holidays.
• Financial  401(k) retirement plan, healthcare and dependent care FSAs, HSA-compatible plan options with annual employer HSA funding and pre-tax commuter benefits.
• Life at Flow  Weekly catered lunches, wellness classes and employee discounts on Flow hotel stays, grocer products, and merch.