Concierge-Style Guest Experience Specialist (Email & Phone Support)

Läderach; Dallas (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Generous discounts on our products

Free parking spaces

In-house and external training

Unique career opportunities

Job summary

Läderach is seeking a Guest Experience Specialist to deliver white-glove, concierge-level service. The role focuses on writing thoughtful, polished email responses, with calls used when conversation is faster than email.

The right candidate treats every message as an opportunity to ease the guest's day, anticipates follow-ups, owns issues until resolved, and writes with warmth and precision of a personal concierge rather than a ticket queue.

Qualifications

• Experience in customer service, hospitality, client services, or comparable role with direct customer contact.
• Exceptional written and verbal communication with correct grammar and spelling.
• Genuine service instinct – you find satisfaction in solving someone’s problem completely.
• Sharp attention to detail and the follow-through to keep dozens of open threads organized with high accuracy.
• Take ownership of issues end to end, coordinating internally and closing the loop with the guest.

Responsibilities

• Respond to guest inquiries by email as the primary channel with clear, personalized replies that resolve the question on the first contact.
• Handle inbound and outbound calls for time-sensitive or complex matters where a live conversation helps the customer.
• Prioritize escalations and guest needs with patience and empathy, escalating to management when appropriate.
• Maintain fluent knowledge of products, services, policies, and structures.

Skills

Customer service

Written communication

Attention to detail

Problem solving

Ownership

Job description

Läderach is seeking a Guest Experience Specialist to deliver white-glove, concierge-level service. The role focuses on writing thoughtful, polished email responses, with calls used when conversation is faster than email.

The right candidate treats every message as an opportunity to ease the guest's day, anticipates follow-ups, owns issues until resolved, and writes with warmth and precision of a personal concierge rather than a ticket queue.