Work Cafe Concierge, Coconut Grove, Miami, FL - Banco Santander

Description

USA Job Family Description: Acts as first point of contact for consumer and small- to medium-sized clients. Assists clients with resolving product, service or billing issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions.

USA Job Function Description: Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity.

Essential Functions/Responsibility Statements:
Takes personal responsibility for delivering on Santander's and Work Café's customer experience standards. Creates exceptional customer experiences with every interaction.
Acts as first point of contact for all customers entering the Work Café and directs customers to the appropriate area in a professional and engaging manner.
Is a self-service expert and proactively encourages customers to embrace digital products and services by explaining the benefits of using the available alternative channels.
Supports Work Café Manager and Work Café Events Manager with specialized Work Café programming and events, including promotion and day-of activities (greeting, check-in, set up, clean up, etc.).
Supports the promotion of the services provided, co-working, room booking and events elements of the Work Café.
Manages and coordinates all customer and colleague room bookings and ensures the rooms are welcoming and in good order prior to and after appointments.
Support customers in the Work Café by acting as a key point of contact. Takes ownership of addressing customer enquiries by directing them to the appropriate Work Café area, facility, resource or business partners.
Works closely with the third-party baristas and cleaners to ensure the Work Café environment is welcoming and that all issues are dealt with effectively.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:
Associate's Degree or equivalent work experience: Req

Work Experience:
1+ Years Customer Service Experience Req
1+ Years Pref

Skills and Abilities:
Enthusiasm for creating an exceptional customer experience (greeting customers with a smile, learning their names, knowing the community, etc.)
Passion for demonstrating and promoting digital products and services.
Displays a credible, trustworthy and professional image at all times,
Ability to manage multiple priorities
Attention to detail, problem solving, and the desire to be pro-active
Ability exercise flexibility and responsiveness
Strong interpersonal, communication, time management and organizational skills
Ability to comply with policies and procedures
Strong computer knowledge and Windows skills required

Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

Primary Location: Miami, FL, Miami

Other Locations: Florida-Miami