Frontline Ambassador
1 week ago
About Us
We are a leading provider of innovative sales and marketing solutions that empower businesses to elevate their digital presence.
Our platform is built on cutting-edge technology, providing a seamless user experience for our customers. We take pride in fostering a culture of innovation, creativity, and collaboration.
We have a global community of over 2 million businesses across various industries, with a strong network of microservices and data management systems.
Our Impact
Our platform powers over 1.5 billion messages every month, helping generate over 200 million leads and facilitating over 20 million conversations.
Behind these numbers are real people growing their companies, connecting with customers, and making their mark. We get to help make that happen.
We are committed to delivering exceptional customer experiences through our team members who embody the qualities of excellence, efficiency, energy, positivity, and optimism.
Job Description
We are seeking a Customer Support Concierge to join our team. As a Customer Support Concierge, you will be the first point of contact for our customers, welcoming and engaging them while addressing their inquiries and concerns.
You will work closely with our team members to provide top-notch support, leveraging your excellent communication skills, time management, organization, and administrative expertise.
Key responsibilities include greeting customers, routing them to team members, answering video calls and chats, creating best practices for waiting room etiquette, and educating customers on chat and zoom support functions.
Requirements
- Greeting customers in the lobby and routing them to a team member
- Answering 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
Qualifications
- 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 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
- 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
