Senior Concierge

As a Senior Concierge you will be the first person to reach out to our Grand prize and International prize recipients and help them fulfill their prize. (This is not a sales role; this is a service delivery role.) This includes buying prizes from various vendors, sending verifications via email and recording everything in our system of record. Additionally, you will be responsible for coaching more junior members on the team to success. For those in Customer Service or Customer Support careers with a track record of excellence, this is an ideal role for entry into leadership and management. This role is incredibly fun and satisfying as you are literally in the business of making people happy :)

Responsibilities:
  •  Reach out to customers and help fulfill the prize packages they won
  • Deliver high-quality customer service and support via email (50%) and phone (50%)
  • Manage prize exchanges, scheduling conflicts, etc.
  • Call vendors around the world and book various experiences, often managing multiple days of events
  • Handle high-touch, high-visibility, and high-pressure prize delivery
  • Coach junior team members toward success; actively learn new skills and teach others those same skills
  • Work directly with Customer Success to ensure Fulfillment is aligned with client expectations
  • Diligently record the process in our system of record

Requirements:
  • 2-4 years’ experience in Customer Service, Customer Support, Hospitality or related
  • Excellent verbal communicator and an eloquent speaker
  • Excellent grammar with no spelling mistakes
  • Pleasant conversational manner both on the phone and in writing
  • Team-first mentality & self-determined personality

Nice to haves:
  • Demonstrated ability to expertly manage conflicting priorities
  • High-bandwidth, high-energy, competitive and creative individual
  • Driven to outperform; dedicated to self-improvement

Education:
  • Bachelor's, or an additional 1-2 years experience

Desired Experience:
  • Hospitality: 1 year
  • Customer Support: 1 years
  • Customer Service: 3 years

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