Concierge

Job Location:

PRIMARY PURPOSE:  

This position is responsible for serving as an information and customer service source for a program providing shoppers with a bag free shopping experience. This includes delivery services for their purchases at participating mall tenants.  This position is a front line position and provides one on one interaction with customers.  Consequently, strong sales and customer service skills are essential.

PRINCIPAL RESPONSIBILITIES:  

The successful candidate’s responsibilities will include, but not be limited to:

• Knowledgeable about all aspects of the bag free shopping and home delivery service and able to communicate the benefits and procedures to our customers
• Provide an excellent customer experience through pick up, storage and delivery of customer’s purchased goods
• With speed and accuracy, pick up items from mall stores, organize them at the consolidation center and prepare them for delivery back to the shopper
• Complete training programs and use the skills learned to provide excellent service and maximize sales
• Develop complete understanding and familiarity with the mobile technology solution used for notification of required pick-ups and deliveries
• Responsible for loss prevention of the items
• Ensure the condition of the product is new and undamaged throughout the transaction(s)
• Complete tracking requirements at each step of the process leveraging the mobile technology tool
• Responsible for maintaining a professional physical appearance of oneself as well as the working areas, both at Simon Guest Services locations and in storage areas, including marketing materials, signage, displays, etc.
• Ability to respond to customer inquiries and advise on the appropriate resolution
• Ability to provide directions to customers.  Respond to general inquiries and answer questions about the shopping center. This includes but is not limited to, information such as public transportation schedules, shopping center marketing and business activities both at the mall and community related (in a concierge-like manner)
• Provide support and assistance to other departments as requested by supervisor
• Participate in team meetings and efforts to implement the center’s projects and achieve the center’s goals
• Complete documentation as required by the program, Director of Marketing & Business Development or Mall Manager regarding the initiative
• Serve as a liaison to tenants in communicating about the program
• Responsible for achieving assigned goals for timeliness and accuracy of pick-up and delivery

MINIMUM QUALIFICATIONS:

• High School degree or equivalent
• 2+ years in consumer-facing service, such as retail, restaurant or hospitality
• Ability to physically move at a fast pace with stamina to sustain this pace over a period of up to 5 hours, with up to 100% of his/her time on their feet
• Computer/mobile app literacy – familiarity with Apple iOS apps
• Strong verbal communication skills
• Multi-task oriented
• Available to work a flexible schedule including weekdays, weeknights, weekends, and holidays

LEADERSHIP CHARACTERISTICS:

• Ability to remain calm and pleasant in stressful situations while maintaining a willingness to be helpful in fulfilling the customers’ needs
• Articulate, outgoing and able to present a professional, pleasant and courteous appearance at all times