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IBX Concierge III

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POST DATE 8/28/2016
END DATE 10/27/2016

Equinix Dallas, TX

Company
Equinix
Job Classification
Full Time
Company Ref #
JR-101897
AJE Ref #
576009170
Location
Dallas, TX
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
IBX Concierge III

RESPONSIBILITIES

* Provide virtual and in-person concierge service to customers accessing the IBX to troubleshoot, document, escalate, manage and resolve a variety of on-site customer inquiries and issues

* Develop and cultivate relationships with customers

* Provide basic welcome tours to customers

* Identify and document best practices on how to support our customers

* Educate customers and provide information on policies and procedures, the facility and services

* Respond to in-person inquiries, virtual inquiries, incoming telephone calls and/or emails for internal and external customer requests

* Escort customers and/or vendors as needed throughout data center to areas including but not limited to cage, restrooms, crash cart retrieval, shipping dock, and freight elevator

* Enter and/or check status of customer orders into ticketing system for order fulfillment.

* Assist with shipping inquiries including tracking package, creating tickets, and locating shipment

* Engage field and other personnel when necessary to ensure problem resolution.

* Track, follow up and report on customer inquiries and issues

* Assist with special projects as assigned

* Create templates to easily send to a customer via mobile SMS, e-mail or printout

* Identify trends and coordinate with leadership team to implement tools or enhancements to simplify processes

* Complete tasks as assigned by management

QUALIFICATIONS

* 2-5 years experience in customer service, prior concierge experience preferred

* Familiarity with the surrounding area to provide information on local amenities including but not limited to transportation, hotel, restaurant and event recommendations and/or directions

* Excellent customer service and interpersonal skills

* Ability to professionally communicate (written and verbal) with all levels of customers (internal and external)

* Outgoing professional, friendly personality

* Strong process orientation with analytical and deductive reasoning skills

* Working knowledge of Microsoft Office (Word, Excel & PowerPoint), Outlook and Internet proficiency

* Oracle experience a plus

* Strong organizational, time management and prioritization abilities

* Undergraduate degree preferred

* Able to multitask on many different project simultaneously

* Ability to work independently, self-motivated, and highly dependable

* Able to work and adapt in a rapidly changing environment

* Ability to read floor plans

* Ability to work with management to formulate and implement long term strategies

* Ability to work with minimal guidance or supervision in a time critical environment