Virtual Concierge

We consider People first and believe true success can only be achieved when it is experienced by our shoppers retailers and team members alike. Thats 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 Tangerfor 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 fastpaced 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 selfservice 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.
• Ability to carefully listen and understand a customers experience and perspective in order to best assist them
• Assist in training new Virtual Concierges as needed.
• Perform additional duties or participate in other special projects as assigned.

About You:

• You have excellent written and verbal communication skills in English with the ability to articulate information clearly and concisely. Bilingual 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. This includes mobile devices (mobile phones/iPads tablets) 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 and this is a strength for you.
• You are an exceptional communicator with a passion for people and strong interpersonal skills and are comfortable working in a teamoriented environment.
• You are comfortable in a fastpaced 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 a 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!

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EOE. Drug Free Workplace. Tanger Management LLC participates in Everify.

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