Virtual Concierge

Tanger Outlets; Winston-Salem (NC); Remote; USD 35,000 - 55,000; Full time

Job summary

Join an innovative company as a Virtual Concierge, where you will be the friendly face assisting customers through digital platforms. In this dynamic role, you will respond to inquiries, provide personalized recommendations, and resolve issues to enhance the shopping experience. With a focus on customer satisfaction, you'll collaborate with marketing and maintain a comprehensive knowledge of outlet offerings. This position offers the opportunity to thrive in a fast-paced environment, showcasing your exceptional communication skills and adaptability. If you're passionate about delivering outstanding service and creating memorable customer experiences, this role is perfect for you.

Benefits

Competitive salary

Generous Medical, Dental, and Vision Benefits

401(k) match

Paid PTO and Holidays

Paid Volunteer Hours

Tuition Reimbursement

Wellness Incentives

Group Life and Disability Insurance

Team Member Discounts

Qualifications

• Strong communication skills and adaptability to technology.
• Experience in customer service and familiarity with CRM tools.

Responsibilities

• Serve as the primary virtual point of contact for customer inquiries.
• Provide personalized recommendations and resolve customer complaints.
• Collaborate with marketing to share information about promotions.

Skills

Excellent written and verbal communication skills

Adaptability to changing technologies

Interpersonal skills

Organizational and time management skills

Problem-solving and conflict resolution

Education

High school diploma or equivalent

Experience in customer service

Tools

CRM software

Digital messaging platforms

Email management systems

Social media platforms

Job description

We consider People first and believe true success can only be achieved when it is experienced by our shoppers, retailers, and team members alike. That’s not a tagline, those are our Core Company Values, written by our People, for our People.

With sites across North America, our diverse internal and external communities, stakeholders, and partners choose Tanger for the best value, experience, and opportunities. We care about delivering on the Tanger Difference of working at Tanger.

About the Role:

In our continued transformation from a real estate company to a customer experience company, we are seeking a Virtual Concierge. As a Virtual Concierge, located in the Eastern or Central time zones, you will serve as the primary point of contact for customers seeking information and assistance through our customer virtual messaging platform. Your role will involve utilizing digital platforms and communication tools to deliver personalized and efficient services remotely. Join us as we work to deliver the best value and provide a compelling shopping experience for our customers.

If you love servicing customers in an exciting and fast-paced environment, then this is the job for you. Tanger offers a dynamic learning environment in a fun and exciting setting. As the face of Tanger, you will serve on the front line to build relationships, help tackle customer concerns, and deliver superior customer service.

About the Tanger Perks:

• Competitive salary
• Generous Suite of Medical, Dental, and Vision Benefits
• 401(k) match
• Paid PTO and Holidays
• Paid Volunteer Hours
• Team Member Paid Leave Programs
• Tuition Reimbursement
• Wellness Incentives
• Group Life and Disability Insurance
• Voluntary Benefits
• Team Member Discounts
• And more…

How can you contribute to what we do?

• Serve as the primary virtual point of contact for all messages, providing friendly and professional assistance through our digital messaging platforms according to the processes and procedures defined by the company.
• Respond promptly to inquiries, addressing questions, concerns, and requests for information about the outlet center, stores, products, services, and promotions.
• Offer personalized recommendations and assistance based on shoppers’ preferences, helping them navigate the center and make informed purchasing decisions.
• Handle and resolve customer complaints or issues effectively, escalating complex matters to the appropriate department when necessary.
• Maintain a comprehensive knowledge of the outlet centers’ layouts, stores, brands, promotions, events, and amenities that you have been assigned.
• Keep up to date with the latest trends, products, and offerings available at each center and provide accurate and timely information to customers.
• Collaborate with the marketing team to gather information about upcoming sales, events, and promotions to share with customers.
• Utilize various digital platforms, tools, and software to communicate with customers, including live chat systems, email management systems, social media platforms, and phone systems.
• Continuously improve and update knowledge bases, FAQs, and resources to provide self-service options and streamline customer support.
• Assist customers in locating specific products, sizes, or brands within the outlet centers.
• Provide information on current sales, discounts, and promotions to encourage customer engagement and sales.
• Collaborate with the marketing team to capture customer data, track customer preferences, and gather feedback for continuous improvement.
• Listen to customer feedback and identify areas for improvement in service or operations.
• Document interactions for analysis and reporting.
• Provide regular reports to the management teams regarding customer inquiries, trends, and feedback to support business decisions.
• Identify and take appropriate action if the experience needs to be escalated to the proper manager.
• Strive to achieve measured goals which are focused on response time and quality customer experience.
• Collaborate with other Concierge team members to achieve high level customer service.
• Perform additional duties or participate in other special projects as assigned.
• Assist in training new Virtual Concierges as needed.

About You:

• You have excellent written and verbal communication skills in English, with the ability to articulate information clearly and concisely. Bi-lingual in Spanish is a plus.
• You can demonstrate adaptability to changing technologies and platforms.
• You have the ability to use and navigate current/emerging technology, including mobile devices, applications, and databases.
• You exhibit a positive attitude and enthusiastically share the excitement of Tanger Outlets with shoppers, vendors, and tenants.
• You can work cohesively with management teams to position Tanger Outlets as a primary shopping destination.
• You can handle difficult situations with tact and diplomacy.
• You are an exceptional communicator with a passion for people and strong interpersonal skills, comfortable working in a team-oriented environment.
• You are comfortable in a fast-paced environment and possess exceptional organizational and time management skills.
• You embrace diversity of people, thought, and style as the best way to bring value for our customers and retail partners.
• You have a high attention to detail and accuracy in capturing and documenting customer information.
• You demonstrate the ability to handle a high volume of digital customer activity with a positive attitude.
• You are able to read and utilize center site plans and maps to familiarize customers with our portfolio of shopping centers.
• You have familiarity with CRM software and ticketing systems.
• Working a flexible schedule to accommodate business needs, including nights, weekends, and holidays, is no problem.
• You are located in the Eastern or Central time zone.

Experience the difference and be a part of our extraordinary team!