Job Requirements:
• Prior customer service experience working in a fast-paced environment with face-to-face contact with the general public.
o Examples: consumers, customers, patients, buyers or attendees.
o Example industries: banking, insurance, hospitality, retail, healthcare, event planning.
• Must be technologically savvy. Able to use an iPad, lap top, computer and be proficient with MS office, navigating the internet and keyboarding (type).
• Experience managing schedules and calendars.
Required Education:
Related Bachelor’s degree or additional related equivalent work experience.
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
• Determine the needs of the visitors and what team (sales, service, care) they need to speak with to meet needs. Engage with center team via instant messenger and/or in person to warm transfer visitor to appropriate team member.
• Use technology such as a computer, lap top and iPad to document and track visitors and outcomes real time since every visitor must be checked in via our computer tools. Documentation of number of visitors, reasons for visiting, personal information and outcomes, to name a few, are key performance indicators which require proficient computer skills and attention to detail.
• Use communication skills to explain timeframes or next steps to visitors upon check-in. Offer visitors water upon check-in, share what to expect, where the bathrooms are located and the various printed materials available.
• The Concierge Specialist will continuously communicate with those waiting regarding updated timeframes and repeatedly offering water, coffee and information on the center.
1. May offer center tours to help visitors understand all the services offered by our care and service teams.
2. Hand out forms to select visitors and consistently invite visitors to center events by providing a calendar of events.
3. Constantly engage with visitors to share information, answer general questions and create a positive experience.
4. Diffuse tension and work to find mutually beneficial outcomes for visitors/team during heavy visitor hours.
• Answer incoming telephone calls, type email messages for agents, check voicemail 3x per day (or more depending on volume), distribute message and make out bound calls to confirm event attendees and assist center team.
• Manage team calendar in MS Outlook: schedule appointments, review daily/weekly calendar for duplicates and double bookings for specific agents, call to confirm appointments day prior and ensure all known center visitor appointments are organized with proper agent staffing (work with supervisor).
• Schedule appointments for visitors who are on the phone, in person or via our web tools. All scheduling is done using internet/web tool and MS Office. Schedule appointments to maximize the number of customers seen.
• Work to always accommodate all walk-in visitors regardless of visitor volumes by offering approximate wait times and/or scheduling for later time or another day (talking with team to find gaps).
• Use marketing materials to assemble kits, bags and other give aways. Copy, collate and assemble printed materials as needed for center lobby and work spaces.
• Complete clerical duties such as creating shipping labels, sorting mail and delivery of mail, stocking spaces with pens and materials, signing in exercise class attendees and filing waivers.
• The Concierge Specialist creates the first impression for visitors walking into the center and inputs data into our systems which the team relies on to make informed business decisions. The Concierge Specialist owns the front of the house/center consumer experience, documentation of visitors and transfer to appropriate team member.