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On-Call Concierge

Company: Best Upon Request
Location: Racine
Posted on: February 15, 2019

Job Description:

Role Description

Title: On-Call Concierge WI
FLSA Status: Non-exempt

Best Upon Request Corporate Inc., headquartered in Cincinnati, Ohio, is a national provider of on-site concierge services as an employee benefit to innovative organizations and as a patient amenity in healthcare. We improve organizational culture by decreasing stress for employees and taking care of patients' non-clinical needs.

A Best Place to Work finalist, Best Upon Request is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members and community.

Position Summary/Objective:
This position is based on-site at our client's location in your area. A Best Upon Request concierge proactively generates requests from the eligible population he or she serves. Utilization of the service is key to a successful concierge program. In addition, a concierge responds to incoming customer requests, either fulfilling directly or partnering with our many local and national vendors. The on-call concierge is very similar to being a substitute teacher. The ideal candidate has the ability to work without guaranteed hours and be available when called upon.

Accountable for:
Concierge
---Delivering excellent customer service
---Anticipating and addressing customers' needs
---Fulfilling customer requests, running errands, coordinating travel needs, performing and presenting information research and various other personal service requests
---Managing effectively a fast-paced environment with numerous projects
---Achieving daily and monthly metrics regarding customer utilization, satisfaction, volume of requests, and usage of our service management platform
---Maintaining confidential and proprietary company and customer information and assets
---Living out our core values

Success Management
---Connecting regularly with Concierge Coach
---Developing and maintaining positive working relationships with our client liaison, executive sponsor, customers and vendors
---Participating in BEST and Client meetings
---Recording accurate data and operating point-of-sale service management platform daily
---Closing daily and monthly petty cash
---Reconciling corporate credit card accounts
---Reconciling site inventory
---Verifying site charges for invoicing

Marketing and Customer Engagement
---Attending benefits fairs, new-hire orientations, BEST grand openings and open houses
---Presenting to departments or other groups
---Educating potential customers on enrollment process
---Rounding to potential customers and customers for marketing purposes
---Garnering customer feedback form responses
---Leveraging BEST's customer marketing team to produce and distribute communications to potential customers and current customers

Vendor and Program Development/Maintenance
---Qualifying new vendors
---Negotiating vendor discounts for customers
---Creating special promotions in collaboration with vendors to encourage customer and service utilization
---Ensuring fully-stocked inventory such as stamps, tickets, gift cards, etc.
---Developing vendor fairs

Qualifications:
---One year of customer service experience
---Must be able to meet the availability and flexibility requirements
---Point of sale system experience and strong data entry accuracy skills
---Proficient in Microsoft Office; Word, Excel, Outlook
---Knowledge of excellent customer service techniques through means of being a servant-leader
---The ability to demonstrate trustworthiness within the customer interfacing environment
---Ability to communicate effectively within a team environment through listening and responding appropriately
---Demonstration of excellent time management skills when handling multiple tasks
---The ability to analyze a situation and respond appropriately with a solution
---Strong entrepreneurial skills in terms of marketing services and customer engagement
Preferred Qualifications:
---Three to five years of customer service experience
---Associate's or Bachelor's degree
Other:
---Daily reliable transportation; Ability to meet minimum vehicle insurance liability coverage
---Ability to pass a background check, credit check and drug screen
---Compliance with quality assurance standards, expectations and all company policies and procedures
---Must be able to stand, sit and walk for extended periods of time, and move, lift, carry, push and pull objects weighing 25 pounds on a regular basis and up to 50 pounds on occasion.

Keywords: Best Upon Request, Racine , On-Call Concierge, Hospitality & Tourism , Racine, Wisconsin

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