Member & Community Experience Associate

Job description

**About the Company** At Flow, we’re reimagining what it means to live, work, and connect. More than just a real estate company, Flow is a brand, a technology platform, and an operations ecosystem spanning condominiums, hotels, multifamily residences, and office spaces. We’re building a new kind of living experience: one that’s flexible, connected, and designed to create genuine community and real value for the people who call Flow home. Our mission is oneness: prioritizing our residents and their experiences, and fostering connection with ourselves, their neighbors, and the natural world. By putting people at the center of everything we do, we’re creating vibrant, human-centered communities where life, work, creativity, and play all come together in one place. **About the Role** The **Member & Community Experience Associate** is the first person neighbors, guests, and visitors encounter — and the tone they set lasts. This isn't a front desk job in the conventional sense. It's an operations role that happens at the front of the building: checking people in, resolving problems, managing access, handling packages, supporting moves, and keeping the lobby as a physical expression of what Flow believes a home should feel like. ### 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 - Applicants **must** be 18 years of age or older