Description :
The Concierge Specialist is a part of our service delivery team offering white glove customer care to our Elite clientele through different channels of communication. Our concierge staff anticipates the needs of our customers and executes all customer requests in a timely fashion. They are instrumental in creating an environment and executing service second to none. The Concierge Specialist will seek opportunities to create positive memories by exceeding expectations and building key relations with our customers. With this role the Executive concierge will take ownership of our customers’ needs and requests to ensure astonishing outcomes through knowledge of key systems, processes, and people.
ESSENTIAL DUTIES AND RESPONSIBILITIES
•Astound customers by providing customized personal and professional services while addressing immediate customer needs in addition to anticipating uncovered desires.
•Fulfill customer requests including but not limited to the following categories: Dining, Entertainment, Travel, Unusual/Research Request, Emergency Travel Assistance, Roadside Assistance, and daily lifestyle requests.
•Conduct and fulfill requests as needed, which may include providing immediate information, referring local service partners, or working offline to conduct research related to the customer’s request.
•Apply high quality customer service guidelines when fulfilling customer requests.
•Identify and provide relevant knowledge and insight to members regarding their suite of services.
•Providing local expertise for area activities, events, restaurants, etc.
•Accurately and completely capture information and update systems appropriately.
•Promote meaningful relationships and customer loyalty through engaging, informed conversations with members.
•Consistently provide best in class customer service in a fast paced, structured environment.
•Lead by example, consistently conveying a positive attitude, passion and pride in work
•Share feedback about member request trends and overall suggestions for improvement with supervisor.
Preferred EDUCATION and/or EXPERIENCE
•Customer Service experience or equivalent experience.
•Previous concierge experience is helpful but not necessary.
•Computer literacy required-able to successfully navigate and maneuver across multiple applications simultaneously including our CRM application, AOL, Instant messenger, internet Explorer, MS Word, Excel and Outlook. Able to learn quickly in a technical environment.
KNOWLEDGE, SKILLS AND ABILITIES
•Ability to achieve positive customer experience and maximize customer satisfaction
•Excellent Oral and Written communication
•Internet Savvy- ability to obtain information quickly utilizing online resources and search engines.
•Highly Resourceful, strong investigative nature
•Detailed oriented, ability to multitask, strong sense of urgency and commitment to excellence
•Basic knowledge of world geography
•Phone Experience a plus
LANGUAGE SKILLS
•Fluency in English required. Must have the ability to speak in grammatically correct terms and remain professional in communications.
•Fluency in languages other than English helpful but not necessary.
REASONING ABILITY
•Must have strong problem solving abilities, and the ability to find solutions in situations where no previous precedent exists. Ability to work in stressful situations.
TEAMWORK
•Must be willing to work in a team environment with personal accountability for assigned workload, a desire to assist team members while maintaining pleasant working relationships with team members.
Competencies:
Customer Service - Unwavering focus on Customer Service / Excellent Written and Oral Communication Skills
Oral Communication: Speaks clearly and persuasively in positive or negative situations;
Written Communication: Writes clearly and informatively; ability to read and interpret written information accurately.
Creativity - Innovation and Creativity
Issue Identification - Effective Problem Solving and Decision making
Teamwork - Treating others with Respect / Develop and Maintain Successful Relationships
Professionalism - Generate Influence and Credibility
Active Listening Skills
Flexibility - Flexibility to adapt to changing tasks and fluctuating hours
Organization & Time Management - Ability to multitask and prioritize
Intensity - A strong sense of urgency
Empowerment - Ability to work under little supervision
Proactive – Anticipate needs / Investigate solutions / Find and utilize Resources
