Specialist, Concierge Services

What You’ll Do

Role is 100% field-user facing, with daily responsibilities that include, but are not limited to, being available for phone and email support, 1:1 training, and other department tasks.
Troubleshoot platform and client-specific inquiries via telephone and email support, and maintain inbound queue management strategies to ensure adherence to the SLA
Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
Work cross-functionally with Client Success, Services, Engineering, and Product teams to deliver full 360-support and surface trends that enhance the end-user experience
Maintain a focus on excellence by meeting or exceeding monthly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (SLA, response rate, solves, etc.)
Ideate, build, and scale new ways of thinking about the value Concierge Services brings to clients as well as our internal operational efficiency
Develop crucial skills needed to take on other client or department-specific tasks
What You Have

BA/BS degree or a similar college-level education
Interest in pursuing a career in Services within the SaaS space
Customer-facing experience desired (retail, hospitality, online support, etc.)
The ability to think creatively, analyze, and understand complicated and abstract ideas
Dependable and solution-oriented, with a strong attention to detail
Outstanding and effective interpersonal skills
Evidence of taking initiative and demonstrating ownership over tickets and department tasks
Ability to work quickly and independently with excellent time management skills
Excellent written and verbal communication skills that can be tailored to a broad range of people
Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others

Skills Required
BA/BS degree or similar college-level education
Interest in pursuing a career in Services within the SaaS space
Customer-facing experience (retail, hospitality, online support)
Ability to think creatively and analyze complicated and abstract ideas
Dependable, solution-oriented, and strong attention to detail
Outstanding and effective interpersonal skills
Evidence of taking initiative and ownership over tickets and tasks
Ability to work quickly and independently with excellent time management
Excellent written and verbal communication skills adaptable to varied audiences
Strong computer and typing skills and ability to learn new programs quickly
Ability to synthesize technical concepts into digestible information for end users