Customer Experience Ambassador

2 days ago

Red Deer, Alberta, Canada QuadReal Full time

About QuadReal Property Group

We are a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Our assets under management total $73.8 billion.

From our foundation in Canada as a full-service real estate operating company, we have expanded our capabilities to invest in equity and debt in both the public and private markets.

We seek to deliver strong investment returns while creating sustainable environments that bring value to the people and communities we serve.

Now and for generations to come, we strive for excellence.

Welcome to Bower Place – where shopping meets excitement in the heart of Red Deer, Alberta As a vibrant regional shopping mall, Bower Place boasts a bustling atmosphere with over 110 stores and services, offering a diverse retail experience for every visitor.

At Bower Place, we pride ourselves on being a dynamic hub of activity, attracting shoppers seeking the latest trends, exclusive deals, and a unique blend of renowned brands. The Customer Experience Ambassador is a pivotal role overseeing the Guest Services Team while enthusiastically promoting a seamless and extraordinary shopping experience.

Key Responsibilities

The primary responsibility of the Customer Experience Ambassador is to provide leadership to the guest services team with a focus on providing exceptional service to both mall tenants and guests, ensuring a positive and memorable experience.

The Customer Experience Ambassador reports directly to the General Manager.

Job Overview

This exciting role offers a unique opportunity to make a meaningful impact on the shopping experience at Bower Place.

As a Customer Experience Ambassador, you will be responsible for leading a high-performing team that delivers exceptional customer service, ensuring a seamless and enjoyable experience for all visitors.

Key Accountabilities

  • Supervise and lead the guest services team, including scheduling, training, and performance management.
  • Ensure all guest services representatives provide friendly and professional service to all mall visitors.
  • Handle complex customer inquiries and complaints, escalating issues to management when necessary.
  • Monitor and manage the guest services centre, ensuring it is clean, well-stocked, and presentable always.
  • Assist in the development and implementation of guest services policies and procedures.
  • Generate and analyze reports on guest feedback and service performance, making recommendations for improvements.
  • Participate in hiring and onboarding new guest services team members.
  • Manage and oversee the 'Insiders Club' collaborating with marketing and management.
  • Act as a liaison between mall management and guest services.
  • Prepare daily and monthly Gift Card reconciliations.
  • Prepare daily bank account reconciliations and deposits.
  • Manage gift cards including inventory, reconciliation, pillow pack ordering.
  • Set up retailers POS systems to take Bower Place GC's.
  • Ensure all resource materials are up-to-date, including the tenant handbook, tenant contact lists, team contact lists, etc.
  • Manage lost and found and wheelchair sign-out procedures.
  • Assist with special projects as required.

Requirements

  • Experience leading a team is considered an asset.
  • Related customer service experience.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities.
  • Customer-focused with a passion for service excellence.
  • Ability to multitask in a fast-paced environment.
  • Knowledge of the mall layout, stores, and services.

Estimated Salary: $55,000 - $65,000 per year, depending on qualifications and experience.

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