Answer all contacts within contractual SLA’s (service level agreements) recording all inbound and outbound communication on CRM database. Answer contact inquiries from participating and non-participating member card/account holders; Provide assistance to qualified users of the Concierge services, as stipulated, but not limited to, the contractual obligations; Creation and maintenance of case summaries of all assistance given; Perform research for Customers and gather assistance and referral information Build and update the Concierge application database Assist with report compilation Proactively provide feedback to Concierge Management on improving operations service levels, and customer engagement. Perform all other duties including general office administration and procedures Establish priorities and meet deadlines; provide progress reports to Customers Display a positive, cooperative and helpful attitude at all times with both internal and external contacts Proactively pursue personal development to further enhance Customer service skills Adhere to all company policies (e.g., attendance, meals, dress code, etc.) Perform other duties on other projects as required in support of the business Perform all other duties that may arise and assigned by Supervisor and/or Management