Customer Support Concierge

Role Overview

• Greeting customers in the lobby and routing them to a team member
• Answer video calls, chats and rerouting customers to team members
• Working with Managers and customer support reps to connect customers on zoom
• Create best practices on waiting room etiquette and maintaining a great zoom room environment
• Educating customers on the chat/zoom support functions
• Providing feedback to the leadership team to improve customer experience
• Connect Senior Specialists with scheduled customers
• Facilitate Urgent Escalations by working with Managers and Senior Specialists
• Other duties may be assigned and/or modified as business needs change

Requirements

• High school diploma or GED required
• Prior experience as a receptionist, scheduler, administrative/clerical assistant or relevant role preferred
• Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
• Experience answering high call volume calls and solving customer’s needs preferred
• Excellent phone, email and instant messaging communication skills
• Organization skills to keep accurate records and important information quickly
• Time management skills to prioritize and complete a wide variety of tasks throughout the day in a fast-paced environment
• Patience and listening skills to respond appropriately and interact positively with customers
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Emotional intelligence with the ability to adjust your communication style based on the nature of the call
• The ability to build lasting first impressions and relationships with customers
• Ability to work from home and “camera ready”, which requires a quiet workspace with little to no distractions
• Reliable high-speed internet/Wi-Fi connection at home with little to no interruptions
• Availability to work a flexible schedule which may include mornings, nights, weekends, and holidays
• Knowledge of HighLevel products and services preferred
• Intermediate Mac computer skills including use of multiple monitors and applications
• Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, Mac, etc

Benefits

• Equal Employment Opportunity Employer
• Remote work environment