Guest Services Lead – Wesley Chapel, FL

PRIMARY PURPOSE:

This position is responsible for serving as a lead sales agent for the owner and an information / customer service source, providing miscellaneous service, as herein defined, to customers and retailers. This position is the front line position and Simon’s interaction with its customers; consequently, strong sales and customer service skills are essential.

PRINCIPAL RESPONSIBILITIES:


The successful candidate’s responsibilities will include, but not be limited to:

  • Responsible for representing Simon to guests by providing high quality, efficient, friendly, and energetic service
  • Delivers on all Simon Service initiatives and delivers excellent service to guests
  • Serves as “Seller” function of the Simon Giftcard program, and/or other payment products.
  • Oversees daily financial management (including responsibility for own deposit and reconciliation) of all initiatives sold at Simon Guest Services including Simon Gift Cards, and other mall programs
  • Implements and follows all cash handling procedures per corporate guidelines for the POS and all Simon income-generating initiatives
  • Responsible for maintaining a professional physical appearance of Simon Guest Services including marketing materials; signage, displays, and ensuring that all displayed information is current and relevant
  • Responsible for executing and leading by example for Guest Service Representatives
  • Ability to respond to customer and retailer inquiries and advise on the appropriate resolution
  • Assists with training Guest Services Representatives on policies and procedures of Simon in addition to activities, promotions, and services initiatives provided at Simon Guest Services measured through Simon Mystery Shop of employees and team
  • Assists with staffing and schedules for Simon Guest Services
  • Maintains a good rapport with mall retailers and knowledgeable about store locations, special in-store events, and product information
  • Maintains a good rapport with mall staff, regional staff, home office, and partner representatives and provides feedback regarding key areas
  • Knowledgeable about all aspects of partner programs in order to ensure products and programs are executed to guests with flawless execution
  • Serves as a liaison to retailer in communicating local and corporate marketing initiatives
  • Ability to capture additional information from consumers transacting or not transacting at Simon Guest Services (e.g. email or mobile information, charity donations)
  • Provides support and assistance to co-workers and to other departments as requested by supervisor; participates in team meetings and efforts to implement the center’s projects and achieve the center’s goals
  • Ensure compliance with all policies and procedures pertaining to Simon programs including Simon Gift Cards, Simon Youth Foundation, Blackhawk Retailer Program, Gift with Purchase programs and other initiatives
  • Maintains confidentiality and follows the code of ethics
  • Supports all tourism initiatives (including individual and group tours), VIP Shopper program enrollments and tracking, and other programs unique to specific centers
  • Serves as a liaison to retailers in communicating SBV and local marketing initiatives including but not limited to Simon Gift Cards and payment product program, and Family Programming
  • Ability to support the Marketing Staff in building the corporate giftcard program through research, cold calling, mailings, B2B data entry, etc.

MINIMUM QUALIFICATIONS:

  • High school diploma or equivalent. Some college or professional school preferred
  • Must be at least 18 years of age
  • 1-3 years experience in retail, sales, hospitatlity, tourism, customer servicein a fast paced environment)
  • Knowledge of administrative procedures, customer service principles and practices
  • Effective verbal and written communication
  • Proficient mathematical skills
  • Strong organizational, prioritization, and interpersonal skills with attention to detail
  • Ability to spend 100% of his/her time on their feet when providing services to all internal and external customers
  • Ability to effectively perform multiple tasks for up to 5 hours at a time
  • Ability to work a flexible schedule including weekdays, weeknights, weekends, and holidays

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