This vacancy was posted on 12/09/09 **NOTE: Candidates MUST have either travel, hospitality, tickets, or events concierge/customer service experience in order to be considered for this position.
We are renowned for delivering customized programs that reinforce company business goals while responding personally and flexibly to individual client and customers’ needs. We help the world’s customer-focused organizations and employers grow relationships at every stage of the lifecycle with targeted assistance-based solutions that result in increased loyalty from its constituencies.
Position Summary:
The Service Delivery Department is the primary point of contact with our client’s customers, executing on Organizational Objectives (customer and client satisfaction, ROI) and Client Objectives (typically, retention, utilization, card spend and points burn).
The Ticket Specialist delivers exceptional, high-touch service and fulfillment support to concierges and directly with customers, assisting with specialized knowledge of events, performers, venues and the secondary market.
Accountabilities:
Service Execution
The concierges’ primary responsibility is to support client and organizational objectives through all customer touch points to the final fulfillment and follow-through on the request.
• Meets or exceeds schedule adherence standards to ensure service levels are achieved
• Meets or exceeds Service Quality expectations through Quality Scores, Customer Satisfaction Surveys, and Customer feedback
• Meets or exceeds revenue targets through request and transaction conversion.
• In conjunction with the team, responsible for meeting client metrics (e.g. card spend and points burn)
Relationship Building
As the (often) single point of contact to the end user, the concierge is directly accountable for repeat utilization through the creation and delivery of memorable customer experiences. They accomplish this through:
• Nurturing vendor and partner relationships
• Understanding and expanding on the stated needs of the customer
• Utilizing historical and new information to deliver service beyond expectations.
• Practicing “no is not an option” in their quest to deliver on the customer’s expectations
Business Intelligence
The concierge provides valuable insights regarding the customer experience with the broader program and the concierge program, through:
• Accurate and complete documentation that feeds our reporting
• Prompt escalation of customer or system issues
• Participates in feedback and design sessions as requested, and proactively provides feedback through regular team meetings and 1:1 meetings
• Contributes to the concierge knowledgebase and network, providing support and knowledge to assist colleagues in research, fulfillment, or through established vendor relationships.
Requirements (Skills, Experience, Attributes):
• 3-5 years of experience in a travel, hospitality, or luxury market preferred.
• A passion for a variety of entertainment and events including music, theater, and sporting events.
• Creativity and problem solving are essential in the fulfillment of this role.
• Strong relationship and people skills are a must.
• Excellent written and verbal communication skills.
• Must be proficient in all standard business tools and applications (Microsoft Office, browsers, etc).
• Multi-lingual or experience working in multiple cultures / languages is a plus. |
