This role will ensure that professional, friendly, warm and engaging unparalleled service is consistent, thus creating and providing a seamless experience for all customers. The Call Center Concierge will service customers principally on the phone and occasionally in person; providing information in response to inquiries on a variety of calls, having a broad base of knowledge in a wide variety of areas.
* We need open availability for this role
* Will not exceed 25 hours per week
Qualifications required:
- High School Diploma required
- Personable, polished, professional with a positive attitude
- Ability to speak clear and concise English
- Strong attention to detail.
- Excellent customer service experience in hotel, retail or restaurant setting.
- Exceptional communication skills (written + verbal)
- Excellent computer skills (Microsoft Outlook, Word, Excel, Power Point).
- Organized, detail oriented self-starter, able to work independently and part of a group.
- Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs.
- Proactive, approachable and solution-focused.
- Must be able to work in a fast-paced environment, maintaining professionalism at all times.
- Ability to multi-task, prioritize workload and understand the importance of follow-up
- Proven problem solving and intrapersonal skills
- Proficient in NetFacilities ,ALICE, OneTouchConcierge, LoyaltyDatabase and Call Center equipment and software preferred.
- Comfortable with busy phones (up to 15 incoming) with 60 plus extensions
Essential functions and responsibilities:
- Utilize all resources available to ensure full knowledge and understanding of the property, in order to provide an exceptional service experience for our guest.
- Fulfill guest/resident and home owner service requests including In-home Dining, Reservations, Travel, Maintenance, and all other requests that are called into the call center.
- Attend weekly Management meetings led by The Director of Hospitality and adhere to all assigned tasks and follow the direction set to ensure a seamless outcome in achieved.
- Coordinate customer, guest, resident’s and home owner’s needs with other departments as required, ensuring a seamless guest experience occurs.
- Oversee the fulfillment of guest/resident and home owner service requests including, but not limited to; In Home Dining orders, Restaurant Reservations, Travel Arrangements, Maintenance Requests, Dry Cleaning Services, Package Delivery, Bell Cart Runs, stroller and wheel chair and umbrella rental as well as any and additional legal requests to fulfill the “full service” commitment. Ensure monthly reports are completed, turned in and entered into the ALICE profile or as feedback.
- Support Director of Marketing Services and Marketing Department with receiving RSVP’s for special property events and VIP check in lists.
- Communicate and document any guest, tenant, resident or home owner compliments, complaints or additional feedback and provide follow up to solve these issues through internal departments and retail and restaurant establishments.
- Record and ensure all maintenance requests from guests, tenants, residents and homeowners are recorded in the designated data entry systems of ALICE and Net Facilities.
- Understand and operate the interactive device of One-Touch Concierge. Ensure that all requests are responded to within a timely manner through this program for a seamless outcome, delivering the high standards of Caruso.
- Properly use and follow the Radio Etiquette guidelines and correct Radio Call codes to perform assigned tasks and communicate efficiently to appropriate departments.
- Adhere to uniform guidelines at all times; Lead by example and ensure all call center ambassadors have clean and pressed uniforms that are worn in the correct manner.
- Greet all guests with the Caruso Hospitality Standards and be informed of all necessary property information at The Americana at Brand and The Grove. This involves reading and being aware of the events on the intranet, utilizing the SharePoint and following the hospitality steps of service on Caruso Visionary card. Oversee this process and report to Director of Hospitality of any Ambassadors that are not upholding these guidelines.
- Properly resolve guest complaints through exercising “LEAP” from the Caruso Hospitality Standards.
- Employee shall work well under pressure, meeting multiple and sometimes competing deadlines. The employee shall at all times demonstrate cooperative behavior with colleagues and supervisors. Under no circumstances will non-cooperative behavior be tolerated.
- Follow the Steps of Service and be aware of all property information, events and provide a 5-Star service experience for all guests, residents and home owners.
Other Job Requirements
- Assist with occasional Bell Cart runs and In Home Dining orders.
- Assist on scheduling and completing variations of tasks such as, however not limited to:
- CRM entries
- Loyalty Leaflets data entry
- Guest Feedback Entries
- Producing Monthly Call Take-in Reports, Net Facilities Reports, In Home Dining Reports and Task Reports in ALICE.
Success factors/job competencies: Works well under pressure; maintains a calm, composed and professional demeanor.
- Strong ability to multi-task and maintain good temperament during high pressure situations.
- Superb organizational skills; detail oriented and efficient.
- Proficient in ALICE and Net Facilities software.
- Possess excellent customer service skills, while maintaining a friendly and professional demeanor at all times.
- Superb verbal and written communication skills with emphasis on a professional and pleasant tone of service,not speaking too quickly nor too slow.
- Able to handle criticism and be comfortable with busy, competing deadlines.
Physical demands and work environment: Able to push a Bell Cart of Flat Bed up to 30 pounds.
- Works indoors in The Americana at Brand Management Office.
- Good vision, hearing, clear speech.
- Able to sit at switchboard for 8 hours per day.
- Able to work on a telephone/switchboard for more than 8 hours daily.
- Able to lift 15lbs and log in packages and distribute.
- Able to operate a phone, computer and door release simultaneously.
- Able to answer calls on a telephone and speak clearly to assist callers, guests and tenants
- Flexible availability to work evenings, weekends and holidays for special events as required
- Equipment used: Computer, telephone, Parking ticket printer, Handy Trac System
- Uniform provided must be worn properly and in accordance to the uniform standards within the policies and procedures of this role
Caruso is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Type: Part-time
Pay: Up to $18.00 per hour
Shift:
- 8 hour shift
Weekly day range:
- Every weekend
- Monday to Friday
- Weekend availability
Work setting:
- In-person
COVID-19 considerations:
Covid-19 vaccine and booster required.
Ability to commute/relocate:
- Glendale, CA 91210: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person
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