Call Center Concierge$ 20k/Year Flexible Long-term
Do you have outstanding oral communication skills to engage in virtual conversations along with a strong personality? Do you pride yourself in being the voice of a global company helping customers in their buying decisions? Are you willing to be working in different shifts throughout weekdays with flexibility? This is a role that can lead to endless opportunities for your career in the customer success domain.
As a Call Center Concierge, you will speak to our clients and help them purchase products by providing detailed information, solving problems, setting appointments and next steps. The candidate must have exceptional English skills to assist in friendly engagements and arrange expected services. This involves managing a high volume of customer interactions in a fast-paced, remote working state.
Nancy Kerr, Director of Call Centers, Trilogy SmartLeads
Level 1 Customer Support
Crossover University graduate supportive work culture and stability
As a Call Center Concierge, you will be the liaison between our company and its current and potential consumer customers. By mastering this challenge during your remote daily engagement with consumers, you are a key contributor for overall customer satisfaction for the company fostering growth.
We believe the best candidates are assertive, outgoing and can make people feel comfortable. Good communicators have a friendly voice and amiable personality. Our work culture is about working and thriving in a fast-paced environment, excelling each week with repetition. You will be our consumers’ trusted advisor and guide them through the purchasing process.
As a Call Center Concierge, you will be responsible for effectively solving customer inquiries, keeping customer satisfaction at the core of every decision and behavior. You will serve customers remotely, assisting them in following the required steps to purchase our products, providing information, solving issues while updating their data. You will arrange the schedule and interactions using scripts, applying your skills to research further needs, clarify doubts and succeed in satisfying customers using web-based tools.
Provide “white glove” level service to high-class consumers via telephone to help them with the purchase journey
Call customers to schedule appointments and other follow up steps or events with other stakeholders
Maintain updated customer information by performing diligent data entry in the systems
Work an 8-hour shift with a 30-minute break, in tandem with the concierge team through Skype
Manage large amounts of inbound and outbound calls in a timely manner
Follow call center “scripts” when handling different topics in a friendly way with clients
In your role as Call Center Concierge, you are at the starting point of a customer success career. You will develop your empathy and strengthen your communication skills by interacting with customers every day. This will improve your personal engagement capabilities and build skills that can be utilized in more complex and rewarding customer management processes within our company.
You will learn to multitask as you may find yourself immersed in various tasks. On a typical day, you will be calling customers, keeping records and scheduling appointments.
You will be exposed to new technologies used by top companies in the world as well as increasing your business knowledge in different consumer and retail verticals.
A good fit for...
Customer advocate with strategic project skills and business knowledge
5+ years in Enterprise Sales or Account Management in the technology sector
2+ years of technical support or solution implementation management experience
To manage complex and critical accounts to ensure maximum customer lifetime value and retention
To manage project steering committees and executive interaction
A good fit for...
Loves working with customer stakeholders. Basic project knowledge
2+ years in Enterprise Sales or Account Management in the technology sector
1+ years of technical support or solution implementation management experience
To coordinate accounts and projects and ensure customer retention
A good fit for...
Clarify information and walk the consumer through the purchase journey
6+ months of experience working as a customer service agent in a consumer sales area
US English native speaker
Spanish, Canadian French or Chinese second language is preferred
To provide “white glove” level service to high-class consumers via telephone to help them with the purchase journey
Why is this an interesting opportunity in the remote working sector?
This role is ideal as an initial step to embrace a career in a leading organization for remote working allowing flexibility and many possibilities in sales and customer management. Our company is growing by acquisitions, and we continuously open new positions which require developing skills and proven remote working capabilities based on fast-paced weekly processes. Gaining experience within the customer interaction domain is fundamental for potential career growth in external facing sales or customer success roles.
How would you describe a day of work as a Call Center Concierge?
Each day you will perform a mix of multitasking activities ranging from engaging in friendly conversations on the phone leveraging scripts, as well as using other communication channels while executing data entry activity to update customer records. You will work and sync within the concierge team to book appointments and assist customers to the next step in the buying process.
What services or products do I cover with my customers?
This role requires knowledge and familiarity with consumers buying in the retail sector. This position will be interacting with a public audience looking for help booking appointments with car dealers. You will be providing information, catalog documentation on car options and features.
Can you give some example metrics/deliverables for the job of a Call Center Concierge?
Call Center Concierges are expected to achieve a primary weekly goal of 100% Quality and SLA (service level agreements). Secondary metrics can include NPS (Net Promoter Score), and number of Calls.
Who does the Call Center Concierge report to?
To Director of Call Centers
Do the Call Center Concierge agents work on weekends?
Most of the work is done within a weekly schedule to match consumers prime time availability. However, you will have a shift that will include evenings and weekends.
What is the compensation, model?
It is a 20K USD per year or 10 USD/Hour for a standard 40 hour week, with no variable component. We have strict weekly metrics and KPI definitions so ranking and execution are fundamental.