Customer Care Concierge Representative

Customer Care Concierge Representative

At Tishman Speyer, we are building a better tomorrow. The firm’s visionary leadership team and on the ground experts are unparalleled in their ability to foster innovation, anticipate global and local needs, and cultivate new initiatives, such as its tenant amenities platform Zo., and its flexible space and co-working brand Studio. For us, real estate is more than buildings. We focus on the intersections that matter most. The intersection of real estate and people, real estate and technology, real estate and your local neighborhood. We build community and connection. Designing living rooms to labs, boardrooms to breakrooms, we put the customer at the center of everything we do. We build timeless communities that serve neighborhoods and cities with affordability, public space and easy accessibility.

Since its inception in 1978, Tishman Speyer has acquired, developed, and operated 420 properties, totaling 184 million square feet, with a combined value of approximately $97 billion (US). Its current portfolio includes many iconic communities and assets such as Rockefeller Center in New York City, The Springs in Shanghai, TaunusTurm in Frankfurt, and the Mission Rock neighborhood currently being realized in San Francisco.

Summary of Role:

The Customer Care Concierge Representative will assist with heavy call and email volume via the Top of the Rock Information, Concierge, & Group Sales, Ice Rink, Rockefeller Center Tour, and Rainbow Room phone lines and email aliases. In addition they will provide prospective guests and agents with accurate and helpful information and efficiently problem-solve should the need arise. This individual would also participate in total sales & marketing management as a member of the Sales & Marketing Team.

Key Responsibilities:

• This role mostly consists of answering, responding to, and solve customer and agent issues in a courteous and timely manner through the various telephone lines and e-mail inboxes to ensure every customer experience with Rockefeller Center is top notch in quality.
• Occasionally will support the Sales and Marketing Departments. This involves assembling sales materials, making group reservations, handling box offices issues, and processing and tracking TS employee ticket requests.
• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Skills needed:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• A passion for customer service and assisting in facilitating an amazing guest experience
• Experience multi-tasking and working in a fast pace environment
• Ability to handle a variety of customer situations with enthusiasm and tact
• Take an active role in selling ticketed and retail experiences in Rockefeller Center to all guests
• Requires clear, concise communication skills, both verbal and written
• Must possess basic computational ability and willingness to learn new computational skills (ticketing systems)
• Must possess computer skills, including, but not limited to, use of Microsoft Word, Excel and Outlook

Upon employment, all employees are required to fully comply with Tishman Speyer rules and regulations for the safe and effective operation of the facilities. Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the business:

• Professionally represent the Observation Deck in community and industry organizations and events.
• Participate as team player with other key Team members.
• Provide constructive feedback to all departments and to sales and marketing staff.
• Be a leader and role model to all employees.
• Additional duties as necessary and assigned.

Qualifications:

• High School Degree required; College Degree preferred
• Two to three years of customer service or call center experience preferred
• All employees must maintain a neat, well-groomed, professional appearance
• Bilingual or multilingual ability preferred

Physical Demands:

• An equal amount of work tasks are performed indoors and outdoors. While indoors, temperature is moderate and controlled by environmental systems. While outdoors, must be able to handle seasonal weather norms.
• Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. This includes travelling to and from meetings and may include air travel. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability to reach other departments on a timely basis.
• Must be able to lift up to 25 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Tishman Speyer is deeply committed to creating and maintaining a diverse workforce which promotes different views and perspectives. We expect our leaders and employees alike to champion diversity and inclusion practices. Tishman Speyer has several employee affinity and interest groups that provide employees opportunities to develop professional relationships across the business and identify opportunities for development and advancement.

We are proud to be an Equal Opportunity Employer and treat all applicants for employment equally based upon job-related qualifications and without regards to race, color, age, sex, sexual orientation, gender identity, gender expression, marital status, military or veteran status, national origin, disability, religion, or any other characteristics protected by law.

Job Type: Full-time