Customer Service Representative

Harlem Irving Plaza (also known as The HIP) is looking for a part-time (approximately 15-25 hours per week, or as needed) Customer Service Representative to work at HIP’s Customer Service Center.

Principal Responsibilities include, but are not limited to:

1. Greet guests and employees in a polite and friendly manner and handle all interactions with hospitality and professionalism. Respond to customer inquiries including handling customer complaints and compliments.

2. Have complete knowledge of retailer and mall information (where stores are located throughout center; what items stores sell; where entrances and exits are located; etc.) which includes walking the shopping center on regular basis to become familiar with store/kiosk changes (such as new stores that are opening soon).

3. Must have effective selling skills and enthusiastically promote the HIP Gift Card Program to shoppers. Be able to explain and sell HIP Gift Cards, as well as the various partnership programs associated with the HIP Gift Card (including the loyalty punch card program, monthly partner program, military discount program, etc.).

4. Be able to confidently explain and encourage customers to participate in other Gift-WithPurchase programs (aka: GWPs).

5. Learn and efficiently operate the Gift Card POS system (balancing at end of shift) as well as the opening and closing procedures for the Customer Service booth (hands-on training and opening/closing procedures manual will be provided). Ability to explain the HIP Gift Card program to mall tenants and add their stores into the HIP Gift Card system.

6. Interact with mall tenants and gain their participation in coupon mailers, as well as collect coupons from their stores that customers have handed in.

7. Effectively explain and encourage participation (when applicable) of all center promotions; events and social media promotions (Facebook, X, Instagram & TikTok) to both HIP shoppers and retailers.

8. Maintain accurate tracking logs for all promotions, GWP’s, etc. including gathering customer’s email addresses, zip codes or other desired information (when applicable).

9. Must possess skills and knowledge of Outlook (checking emails). Must know how to create various documents in Word and basic spreadsheets in Excel (Microsoft Office).

10. Provide support and assistance to Harlem Irving Companies’ (a.k.a. HIC) staff, when necessary, as requested by Supervisory staff including Senior Corporate Marketing Director, Customer Service Manager and Marketing/Social Media Specialist.

11. Duties will also include working at the Reception Desk in the Harlem Irving Companies’ (HIC) Management Office. Responsibilities include (but are not limited to) operating the office phone and security dispatch systems; being knowledgeable about who the Harlem Irving Management team is; learning about and answering calls regarding the other HIC properties; and assisting all guests that visit the HIC Management office.

12. Able to work a flexible schedule which includes nights and weekends. Also, must be able to work extended shopping center hours during the busy Holiday season (November and December).

13. Must possess basic knowledge of social media channels including FB, X, Instagram & TikTok.

14. Additional responsibilities as requested by HIC Management.

15. Previous Customer Service experience preferred but not required.

Pay Range: $15.50-$17.60 per hour (Corresponding with experience). If interested, please e-mail your resume to cservice@harlemirving.com or drop off your resume at HIP Customer Service, located in the Target wing. No phone calls please! Harlem Irving Plaza is owned and managed by The Harlem Irving Companies, Inc. EOE