The Sr. Customer Service Representative ( Sr. CSR ) plays a key role in delivering on the customer service expectations for our clients, prospects and vendors. In conjunction with the rest of the center team, the CSR ensures the customer experience is exceptional throughout the entire business center. The CSR becomes a critical player in delivering the “wow” service. “Wow” serves as the cornerstone of Regus’ philosophy of consistently delivering a superior customer experience. Ultimately, the actions and service provided by the Sr. CSR , are the catalyst for providing customers with a reason to come to Regus and the reasons to stay with Regus.
Serves as the primary backup for the Center Manager/Center Supervisor as well as the trainer and mentor for new CSRs/CAs in the center.
Act as the first point of contact for all clients and visitors providing a professional and friendly service as well as delivering an exceptional first impression.
Serve as a primary resource in assisting clients within the center; whether showing a client to a meeting room, preparing their new office for move-in, trouble shooting basic technical issues, programming a phone, moving furniture to accommodate their office needs, providing a beverage or assisting with copies/administrative tasks.
Provide that “wow” factor to our clients by taking pride in continually keeping the center “show ready” by ensuring the business lounge/cafe, conference rooms, show offices and common areas are spotless and prepared for our next guests at all times.
Contribute to the overall revenue of the center by identifying opportunities and actively upselling/cross selling Regus products and services.
Ensures that all daily service charges are captured and entered into Titan.
The Sr. CSR becomes an extension of our clients by delivering their mail, answering their phones, sending their packages, ordering their office supplies, preparing their meeting rooms, booking their meeting rooms, and ensuring that they are able to concentrate on their work, while we manage their office needs.
Serve as a resource for clients seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an exceptional and timely manner.
Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our clients and guests, always going above and beyond.
Provide the image and service representative of a 5-star business center through smiling, professionally greeting clients, communicating clearly and effectively, taking pride in the center appearance and enjoying a professional business environment.
Key Position Requirements:
Career growth opportunity for Regus Team Members who have been in a CSR role for a minimum of 1 year.
Solid organizational skills, including the ability to prioritize and multi-task
Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
Ability to communicate effectively and professionally
Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
Ability to operate basic office equipment
High School Diploma or equivalent
Regus - 20 months ago
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