Job Description:
Concierge (Bilingual Language Skills Preferred)
*** Bilingual Language Skills Preferred ***
We are seeking applicants for Part-time and Full-time Concierge to join our team in July with the following availabilities:
- Full-time, Monday - Sunday, 12:00 pm - 12:00 am Eastern Time
- Part-time, Monday -Sunday, 4:00 pm - 12:00 am Eastern Time
This position is only available in the following states: AL, AZ, CO, DE, FL, GA, IL, IN, KY, MD, MA, MI, MO, NH, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.
The Concierge position is the focal point of the Aspire Lifestyles Concierge platform. The position serves as an expert by assisting and responding to customer and/or client requests for information via phone, email, and/or chat. The Concierge will fulfill the requests through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc.), and communicate responses in a prompt, professional, and concise manner.
Aspire Lifestyles operates 24/7/365. Standard operating hours for full-time and part-time Concierges are currently Monday through Sunday, 7:00am-12:00am Eastern Time. Overnight hours are Monday through Sunday, 12am - 8am Eastern Time. Full-time Concierges will be required to work 30-40 hours weekly. Part-time Concierges will be required to work a minimum of 15 hours and up to a maximum of 29 hours per week, currently broken into shifts between 3.5 and 8 hours in length. Part-time team members will not exceed 29 hours weekly. Weekend and holiday work is required.
Fluency in English is required. Fluency in Spanish, French, German, Italian and/or Portuguese (written and spoken) preferred.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Handles customer requests on behalf of Aspire Lifestyles' clients from home office via phone, email, and/or chat;
- Researches and fulfills requests from customers in the United States and abroad for the following categories: Dining, Entertainment, Travel, Sports and Recreation, Tourist and City, Household, Shopping, and Unusual Requests.
- Interacts with customers to provide information in response to inquiries and to handle and resolve complaints;
- Conducts outbound calls to customers introducing Concierge service and other benefits as required;
- Provides accurate and timely information regarding requests;
- Applies high quality customer service guidelines when fulfilling customer requests;
- Leverages current partners and utilizes Internet and other resources to fulfill requests;
- Communicates responses in a clear, professional, timely and concise manner;
- Represents clients in a professional, courteous manner;
- Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers;
- Uses web-based and/or computer-based programs to assist customers, enter pertinent customer data, and process required information;
- Applies client and VIPdesk, doing business as Aspire Lifestyles, policies as applicable whenever interacting with customers;
- Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, etc.).
- Participate in ongoing training programs;
- Other duties as assigned.
Requirements:
- Able to sit in a confined position for 95% of each scheduled shift.
- Keys data into the computer system and views a computer screen repetitively.
- Due to the home-based nature of this job, the Concierge is required to have a home-office environment, internet connection, and a computer system that meets Aspire Lifestyles policies and maintenance requirements, including system upgrades as applicable, which may change over time.
Qualifications:
- High school diploma or equivalent required;
- Some college required. Degree preferred;
- 2+ years related customer service experience.
- Hospitality and Service orientation a must, direct experience is highly desirable;
- Travel agency experience a plus;
- Computer literacy required - able to successfully navigate and maneuver across multiple applications simultaneously. Able to learn quickly in a technical environment;
- Internet savvy – ability to obtain information quickly utilizing online resources and search engines;
- Working knowledge of Microsoft Office programs;
- Able to type at least 35 words per minute;
- Highly resourceful, strong investigative nature and knowledge of various market offerings;
- Outstanding customer satisfaction and follow through skills; understanding the highest levels of customer service;
- Polite, friendly and knowledgeable phone demeanor;
- Highly adaptable, self-motivated and self-disciplined.
- Able to learn and work independently as well as in a team environment;
- Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence;
- Able to thrive in a performance-based environment;
- Ability to work weekend and holiday hours;
- Excellent English verbal and written communication skills;
- Ability to fluently read, write, comprehend and speak French, German, Italian, Spanish, and/or Portuguese is a plus;
- Fluency in Spanish (written and spoken) strongly preferred
- Able to successfully pass a credit, criminal and employment reference security check;
- Able to provide a work at home environment that is ergonomically sound, conducive to taking customer calls, quiet and free from distraction;
- Able to supply a computer, internet, and USB headset that meets the current minimum requirements.
System and Office Requirements to be provided by the Concierge**:
- Home Office - Home office is in a separate room that is noise free and has a door with locks.
- Processor Speed - Single Processor: 2 GHz or higher; Dual Core Processor: 1GHz or higher
- Operating System - Windows Vista with Service Pack 2 or later (32- and 64-bit) or Windows 7. (Windows 8 and MAC are not supported.)
- Memory - 1 GB RAM minimum, 2+ GB recommended
- Web Browser - IE 7
- Internet Access – minimum 2.5 Mbps download and .5 Mbps upload – DSL, or Cable (dial up, satellite, and wireless connections are NOT permitted).
- Internet connection must be a wired connection to your computer (wireless not permitted).
- Gmail e-mail account
- Ability to receive and send faxes.
- Sound card with speakers or USB speakers.
- Anti-Virus Software, Anti-Spyware, & Firewall - Current and regularly updated required.
- Cross-cut Shredder Machine
- File cabinet or desk drawer with lock
** As a requirement for the work-at-home arrangement, employees will be responsible to provide and pay for all office supplies and equipment, including Internet access, router, modem, security software and approved headset.
Voice over IP (VoIP) Requirements:
- All calls for team members will be taken using VoIP.
- If offered employment, team members must complete the Aspire Lifestyles VoIP setup modules no less than two weeks prior to the training start date.
- USB headset that meets the requirements below.
VoIP USB Headset Requirements:
- Headset packaging/instructions must state that product is made for using VoIP or Skype.
- “Gaming” headsets are not acceptable.
- Must be a wired connection to your computer. Wireless connections are NOT permitted.
- Headset must be a USB headset.
- Headsets that plug into a headphone/mic jack or portable devices (3.5mm plug) are NOT acceptable.
- Headset packaging must state that it has a noise-cancelling microphone.
- Approved headsets include:
- Jabra 20001-495 Duo, Jabra 20001-495 Duo, Jabra 20001-435 Mono,
Jabra UC Voice 750 Duo, Jabra 20001-435 Mono, Jabra UC Voice 750 Mono,
Jabra UC Voice 550 Duo, Jabra UC Voice 500 Mono, Jabra UC Voice 150 Mono,
Jabra UC Voice 150 Duo
Plantronics Audio 628 Stereo, Plantronics Audio 628 Stereo
Compensation:
- Compensation $11.00-13.00/hr Depending on Qualifications
- Training/Meeting/Other Rate - $9.00/hr
- Bonuses available
Aspire Lifestyles is proud to be an equal opportunity employer, M/F/D/V.
To apply, please click
here.
