Best Upon Request
Posted Under: Memphis, Tennessee jobs in Customer Service & Call Center; Customer Service & Call Center jobs in zipcode 37501
Posted On: 2017-06-20 00:00:00
Posted On04/26/2017 LEAD CONCIERGE Memphis, TN Salary Range : Worker Category :Full Time Job Class Reports to: Concierge CoachFLSA Status: Non-exempt Best Upon Request Corporate Inc., headquartered inCincinnati, Ohio, is a national provider of on-site concierge services as anemployee benefit to innovative organizations and as a patient amenity inhealthcare. We improve organizational culture by decreasing stress foremployees and taking care of patients non-clinical needs. A Best Place to Work finalist, Best Upon Request is agrowing, values-based company that creates life-enriching experiences for ourclients and customers, team members and community. Position Summary/Objective:This position is based on-site atour clients location in your area. A Best Upon Request lead conciergeproactively generates requests from the eligible population he or she serves. Thisrole leads a team of concierges. Utilization of the service is key to asuccessful concierge program. In addition, a concierge responds to incomingcustomer requests, either fulfilling directly or partnering with our many localand national vendors. Accountable for: Team CoachParticipatingin the collaborative decision-making process as to hiring, firing, advancement,promotion and any change of status for direct team.Directingthe work of at least one team member (can be equivalent to less than onefull-time team member)Bringingout the best and encouraging excellence through empowerment with teamMentoringteam as needed through coaching and sharing experience, best practices andprocessesEnsuringteams compliance with BEST Team Member Handbook and policiesChampioningthe teams metricsProvidingfeedback in accordance with Performance Development SystemFosteringpersonal and professional development in partnership with HRSensing,identifying and triaging resource needs; advocating for the team Time and Attendance SupervisorApprovingPaid Time Off (PTO) requests of team in a timely mannerCoordinatingon-call concierge coverage when necessaryApprovingbi-weekly timecards of teamApprovingbi-weekly supplemental earnings (mileage) of teamGainingclarity on hours worked of team when necessaryManagingscheduled hours of team to align with client-dictated scheduleManagingovertime hours worked and providing solutions if overtime is workedconsistently Success ManagementConnectingregularly with People Ambassador (Concierge Coach)Developingand maintaining positive working relationships with our client liaison,executive sponsor, customers and vendorsParticipatingin BEST and Client meetingsRecordingaccurate data and operating point-of-sale service management platform dailyClosingdaily and monthly petty cashReconcilingcorporate credit card accountsReconcilingsite inventory Verifyingsite charges for invoicing Marketing and Customer EngagementAttendingbenefits fairs, new-hire orientations, BEST grand openings and open housesPresentingto departments or other groupsEducatingpotential customers on enrollment processRoundingto potential customers and customers for marketing purposesGarneringcustomer feedback form responsesLeveragingBESTs customer marketing team to produce and distribute communications topotential customers and current customers Vendor and Program Development/MaintenanceQualifyingnew vendorsNegotiatingvendor discounts for customersCreatingspecial promotions in collaboration with vendors to encourage customer andservice utilizationEnsuringfully-stocked inventory such as stamps, tickets, gift cards, etc. Developingvendor fairs ConciergeDeliveringexcellent customer serviceAnticipatingand addressing customers needsFulfillingcustomer requests, running errands, coordinating travel needs, performing andpresenting information research and various other personal service requestsManagingeffectively a fast-paced environment with numerous projects Achievingdaily and monthly metrics regarding customer utilization, satisfaction, volumeof requests, and usage of our service management platformMaintainingconfidential
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