Guest Services Concierge - Part Time

Key Responsibilities

• Initiate and action Salesforce Leads in collaboration with Ecommerce Team and upsell while on the phone with live customers (Incentives via MARs Stars Program and Target Goals subject to change).
• Resolve order related issues (e.g. order status, delay, shipping/tracking) by providing white glove treatment to all guests and follow up accordingly in a timely manner.
• Use ‘The Five Principles’ as the guide to ensure procedures.
• Resolve issues while projecting and maintaining a professional customer service demeanor.
• Collaborate closely with the Guest Services Manager to escalate cases and sufficiently address customer needs.
• Demonstrate customer understanding through resolution ownership and anticipating needs.
• Develop and maintain working knowledge of guidelines, program, procedures, and systems.
• Flexibility in schedule to accommodate holiday needs.
• Complete accountability of order process management in CRM (and future programs) including set up of customers, accurate entry of orders, shipments, cancelling orders and issuing credit memos.
• Establishes and maintains files and records in accordance with internal procedures in Salesforces, Shared drive, and Teams.
• Process corporate bulk order upload, process batch and payment process, complete configuration and confirm order release.
• Confirm shipment and provide tracking to customers. Provide marked paid receipt for customer records.
• Maintain PCI Compliance when dealing with customer financials via Adyen and PCI Pal Applications.
• Item/sku testing for Guest Services and ecommerce teams. Including the testing of customer groups numbers and campaign promo codes.
• Guest Services support for our loyal high-volume buyers (which will require outbound calling or emailing to VIP consumers).
• Create memorable, white glove service moments through all intake channels.
• Resolve requests through various intake channels such as calls, emails, voicemails and/or internal chats using standard scripts, FAQs, experienced knowledge.
• Processing orders, requests, transactions, refunds, complaints, as necessary.
• Document important customer and customer interactions in Salesforce for future reference to other departments and customer order processing.
• Knowledge of our product inside and out to effectively answer informational questions.
• Continuously look for areas of improvement and communicate suggestions to managers as appropriate.
• Provide informal guidance, support, and training to newer team members.

Qualifications

• High School Diploma or equivalent; college degree preferred.
• Preferred Experience: 1+ year of call center experience preferred with affluent/retail customers.
• Ability to navigate computerized data entry systems such as SAP/CRM and Salesforce or similar inventory management system.
• Incorporates positive customer focus by establishing and maintaining relationships with guests.
• Excellent oral and written communication skills.
• Strong active listening skills and patience.
• Able to consistently deliver high quality customer service in a professional manner.
• Demonstrates professional Customer Service skills.
• Strong Administrative Skills.