Member & Community Experience Associate

The Member & Community Experience Associate is the first point of contact for neighbors, guests, and visitors at Flow properties. The role involves checking people in, resolving problems, managing access, handling packages, supporting moves, and maintaining the lobby as a physical expression of Flow's brand standards.

Responsibilities:

• Check in guests, prospective neighbors on tours, and vendors
• Issue and deactivate vendor fobs as needed to maintain building security
• Receive and work on neighbor, guest, and vendor requests and complaints through Zendesk
• Handle escalations directly when possible
• Represent Flow's tone in every interaction
• Walk new neighbors through their welcome packet and issue keys at move-in
• Support move-outs and internal transfers
• Manage elevator reservations in service mode
• Handle amenity reservations and confirm availability
• Support events and setup
• Keep the lobby secure, organized, and consistent with Flow brand standards
• Sort and log packages from couriers in the package room
• Conduct regular locker audits to locate missing or misplaced packages
• Prepare shift handoff notes
• Handle cash accurately

Requirements:

• Experience working in a customer-facing environment
• Ability to handle what walks through the door
• Clear writing and warm communication skills
• Comfortable with Zendesk or a comparable platform
• Ability to work within property management and revenue management software
• Accurate cash handling
• Composed under pressure
• Attention to detail

Benefits:

• Comprehensive medical, dental, vision, disability, and life insurance
• Parental leave benefits
• On-staff doctor, free therapy through SpringHealth, acupuncture, and Employee Assistance Program
• PTO and paid holidays
• 401(k) retirement plan, healthcare and dependent care FSAs, HSA-compatible plan options with annual employer HSA funding and pre-tax commuter benefits
• Weekly catered lunches, wellness classes, and employee discounts on Flow hotel stays, grocery products, and merchandise