Guest Services Concierge - Part Time

Mars•Henderson, NV

5d•$22 - $31•Hybrid

About The Position

This role serves as the first point of contact for our guests, responsible for providing White Glove concierge service to our Ethel M Chocolates guests assisting with email, phone or web ordering, general information about our retail store or events in addition to any other Ethel M inquiry or complaint and is under the direct supervision of the Guest Services Manager. Provide concierge service for new and existing Ethel M customers. Proactively pitching new items and surplus product overflow to our Top Buyers and proactive in lead generation.

Requirements

High School Diploma or equivalent; college degree preferred.
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.
Ability to consistently deliver high quality customer service in a professional manner.
Demonstrates professional Customer Service skills.
Strong Administrative Skills

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.
Mandatory 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.
Maintaining a positive, empathetic, and professional attitude toward customers always.
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.