Service Concierge Customer Support Position

Job Location:Plaza at King Of PrussiaPRIMARY 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 customersProvide an excellent customer experience through pick up, storage and delivery of customer’s purchased goodsWith speed and accuracy, pick up items from mall stores, organize them at the consolidation center and prepare them for delivery back to the shopperComplete training programs and use the skills learned to provide excellent service and maximize salesDevelop complete understanding and familiarity with the mobile technology solution used for notification of required pick-ups and deliveriesResponsible for loss prevention of the itemsEnsure 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 toolResponsible 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 resolutionAbility 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 supervisorParticipate in team meetings and efforts to implement the center’s projects and achieve the center’s goalsComplete documentation as required by the program, Director of Marketing & Business Development or Mall Manager regarding the initiativeServe as a liaison to tenants in communicating about the programResponsible for achieving assigned goals for timeliness and accuracy of pick-up and deliveryMINIMUM QUALIFICATIONS:High School degree or equivalent2+ years in consumer-facing service, such as retail, restaurant or hospitalityAbility 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 feetComputer/mobile app literacy – familiarity with Apple iOS appsStrong verbal communication skillsMulti-task orientedAvailable to work a flexible schedule including weekdays, weeknights, weekends, and holidaysLEADERSHIP CHARACTERISTICS:Ability to remain calm and pleasant in stressful situations while maintaining a willingness to be helpful in fulfilling the customers’ needsArticulate, outgoing and able to present a professional, pleasant and courteous appearance at all times

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