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Concierge Specialist (Regular-Full Time)

Company: Sun Communities
Location: Southfield
Posted on: July 2, 2018

Job Description:

As a member of Sun's Concierge Team, the Concierge Specialist provides business process, software, technical, and operational troubleshooting and support services for internal team members. They partner with internal teams in varying capacities to ensure Sun team members are able to effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment. JOB DUTIES

  • Provide highly proficient support to all team members via telephone, support tickets, email, and online chat.
  • Manage large amounts of inbound and outbound communications in a timely and effective manner.
  • Serve as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun's online Knowledge Base.
  • Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties.
  • Maintain working knowledge of Sun's key systems, processes, and people to assist with supporting team member inquiries.
  • Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently.
  • Utilize exceptional customer service skills while exhibiting patience to exceed internal team members' expectations.
  • Provide troubleshooting and problem solving assistance to resolve issues promptly.
  • Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
  • Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution.
  • Document gaps in availability of documented processes and policies.
  • Other duties as assigned. REQUIREMENTS
    • High School Diploma or GED
    • Minimum of 2-3 years experience in a customer service role
    • Minimum of 1-2 years experience resolving issues for remote users
    • Previous help desk experience, preferred
    • Ability to be highly customer focused and adapt to different personality types/communication styles
    • Ability to identify internal team members' needs, clarify information and requests, and provide recommended solutions
    • Strong communication, multitasking, and time management skills
    • Reading comprehension and basic math skills
    • Ability to follow directions and give verbal instructions to team members via telephone or internet chat
    • Ability to work independently as well as part of a team
    • Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
    • Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
    • Previous experience using online CRM, property management, financial, and online database software preferred
    • Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed Apply

      Keywords: Sun Communities, Southfield, Concierge Specialist (Regular-Full Time), Hospitality & Tourism, Southfield, Michigan

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