Job Summary

This position is only available in the following states:  AL, AZ, CA, CO, DE, FL, GA, IL, IN, KY, MD, MA, MI, MO, NH, NC, NJ, NV, NY, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, and WA.

Overall Purpose Of The Job:

The Concierge Specialist is responsible for fulfilling requests for some very high profile Client Programs and prospective client requests via phone, email, and/or chat. The Concierge Specialist will fulfill the request through a variety of resources (Internet, team member or personal experience, partners, company resources, etc.), and communicate responses in a prompt, professional, and concise manner. This individual serves as a role model for other Concierges and upholds the highest levels of customer service and quality.

Key Responsibilities:

Independently fulfills high profile program client requests, company demo requests, and other requests as necessary, from assigned office via phone, email;

Researches and fulfills requests from customers in the United States and abroad for the following categories: Dining, Entertainment, Travel, Sports and Recreation, Tourist and City, Household, Shopping, and Unusual Requests;

Leverages industry knowledge and previous concierge experience to independently recommend and provide services;

Exercises judgment and discretion when serving as primary touch point for escalated customer service issues and vendor communication;

Provides accurate and timely information regarding requests;

Applies high quality customer service guidelines when fulfilling customer requests;

Leverages current partners and utilizes Internet and other resources to fulfill requests;

Communicates responses in a clear, professional, timely and concise manner;

Represents clients in a professional, courteous manner;

Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers;

Applies client and company policies as applicable when interacting with customers;

Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality,   compliance, etc.);

Other duties as assigned.

Required Skills and Knowledge:

The incumbent must meet two or more of the requirements areas below:

Two years experience working directly with services such as dining, shopping, hotels, and tours in key destinations, and the ability to make contacts in all destinations

Two years experience working as a hotel concierge

Two years experience working in a call center, preferable in the banking and/or credit card industry

Two years experience making travel reservations as either a Travel Agent or Concierge and have key contacts in the Travel Business

Five years direct experience working with customers in a luxury environment

Able to source information from a variety of resources;

Able to use web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;

Able to build relationships and form partnerships with key services and co-workers;

In depth knowledge of Leisure/Luxury travel and experience with GDS is not required but is a plus

Required Competencies

Highly resourceful, strong investigative nature and knowledge of various market offerings;

Outstanding customer satisfaction and follow through skills; understanding the highest levels of customer service;

Polite, friendly and knowledgeable phone demeanour;

Highly adaptable, self-motivated and self-disciplined;

Able to learn and work independently as well as in a team environment;

Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence;

Able to thrive in a performance-based environment;

Ability to work most weekend and holiday hours.

Required Work Experience

5+ years related customer service or hospitality experience required.

4+ years concierge experience preferred.

Travel agency experience or previous international travel experience preferred.

Required Qualifications

High school diploma or equivalent required;

Some college required.  Degree preferred;

Keyboarding/ typing proficiency of at least 35 wpm;

Strong computer and internet skills.  Able to learn quickly in a technical environment;

Working knowledge of Microsoft Office programs;

Able to successfully pass a credit, criminal and employment reference security check;

Able to perform work at a workstation for 95% of each scheduled shift.

Work Environment Requirements

Internet: Must be at least 2.5 Mbps download and .5 Mbps upload – Fiber Optic, Cable, or High Speed   DSL (dial up, satellite, and wireless connections are NOT permitted).

Must have a network port available on the router for a wired connection (wireless connections are NOT permitted).

Must have own computer monitor

Must maintain a noise-free office conducive to answering and receiving telephone calls at all times.

Required Languages

Excellent English verbal and written communication skills;

Ability to fluently read, write, comprehend and speak French, Portuguese (Brazilian), German, Italian or Spanish is a plus.

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

Standard Hours- Monday through Sunday, 7:00am-12:00am Eastern Time.

Overnight hours- Monday through Sunday, 12:00am-8:00am Eastern Time.

Weekend and holiday work is required.

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