The Concierge provides superb customer service to all Holt Renfrew clients within an environment that meets the highest standards.

Specific responsibilities include (but are not limited to) the following:

• Provide a consistently excellent level of customer service to all clients by acting as their ambassador.
• Maintain expert knowledge of store and where product is located.
• Resolve standard customer service issues within policy.
• Manage all incoming inquiries and requests whether in person (information kiosk), via phone or via email.
• Respond to internal and external client inquiries and/or complaints within 24 hours.
• Process gift cards for all internal and external clients.
• Process online pick-up orders and returns t
• Support client services department as required.
• Provide support to sales floor by being POS super users.
• Develop and maintain effective relationships within concierge community in order to provide our clients with the ultimate service experience.
• Develop and maintain effective relationships with concierge vendors (florists, ticket brokers, car rentals, restaurants, etc.).
• Maintain expert knowledge of “The Best” of local community and city.
• Attend concierge events and information sessions.
• Assist with and participate in all store events – creation of lists, collecting of tickets, RSVPs, etc.
• Maintain
• Respond to all event related inquiries in a timely manner.

The ideal candidate:

• High school diploma
• Previous experience in customer service environment
• Good working knowledge of computer software (Word, Excel, Outlook, etc.)

The measures of success:

• Monthly One-on-one
• Random audits
• Regular update training
• New services being offered
• Event walk throughs
• Random checks