Job Description :

Please only apply to one posting. If you are interested in the other available shifts, please indicate so in the job application.

SUMMARY

The Concierge will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging leads through SMS, email, and inbound/outbound phone calls. We ensure every lead we engage with is helped in an accurate and timely manner, while discussing their interests, over their preferred channel of choice. Conversations are handled with empathy, positivity, and a willingness to meet all their needs. Leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer and phone experience as well as a thoughtful, quality driven approach to lead engagement.

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ESSENTIAL FUNCTIONS

• Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles
• Utilize systems to gather and confirm information prompted by incoming SMS/email/calls
• Provide exceptional customer service, active listening, verbal and written communication skills while working independently with discipline and motivation to succeed in a virtual environment
• Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead
• Coordinate and confirm incoming leads that inquire about national services provided by our clients
• Accurately document all conversations according to standard operating procedures in our console
• Thoroughly follow client and department standards and system procedures
• Display a team-minded attitude with the ability to adapt and embrace change to fit business needs
• Thrive in an ever-growing and ever-changing environment

MINIMUM REQUIREMENTS

• Must be able to work an assigned schedule during business hours window of Sunday - Saturday 5:00pm - 12:00am Pacific Time including weekends and holidays (NOT FLEXIBLE)
• Schedules are never guaranteed at could be changed with limited notice based on business needs
• Must be able to work a part-time schedule, these are unlikely to become full-time roles
• Must be able to attend training FULL TIME for the first 2 weeks from 7am-4pm Pacific Time.
• High school diploma or equivalent required
• Minimum 6 months of previous experience working in customer service required
• Remote contact center experience is a plus
• Ability to type 30 WPM required
• Your performance will be measured by: 1) quality 2) response time 3) inactive time 4) schedule adherence 5) accurately scheduled appointments
• Must be reliable with ability to maintain excellent attendance
• A dedicated, quiet workspace free of distractions is required
• Excellent verbal and written communication skills with attention to accuracy and grammar
• Strong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation with leads
• Ability to work in a remote environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate for extended periods of time
• Must be detail oriented, exhibit time management skills, ability to work with co-workers remotely