Job description
This is a remote position.
The Lead Concierge, or LC, will act in a supervisory capacity as they lead and oversee a reasonable number of Concierges. This position serves a critical function as they set the standards for service for the company representatives who act as liaisons between the mothers and internal subject matter experts, responding to needs as they arise and ensuring the mother stays on track with her Care Plan.
LCs are natural leaders who can communicate well and genuinely desire to help others. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. They can put themselves in the shoes of whomever they are speaking with. Problem-solving comes naturally; they are confident at troubleshooting and helping others find the answers they are looking for.
The goal of a LC is to ensure the withyou Concierges maintain excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
This position is currently only open to US residents.Job Responsibilities
Proctor new Concierges to oversee their communications with clients and train them on best practices in real time
Provide feedback on interactions or resolutions and opportunities for improvement
Serve as an escalation point for volunteer questions and client issue resolutions
Fill in for Concierges on an ad-hoc basis; in this capacity, responsibilities include:
Manage incoming phone calls, online messages and inquires
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet company team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Requirements
Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.