Concierge Agent

Remote

Full Time

Mid Level

Instant Teams is hiring a Concierge Agent for general administrative support, handling many everyday tasks that ensure a business operates smoothly. You will be a great fit for this position if you are a motivated self-learner who is reliable, resourceful, resilient, flexible, organized, self-motivated, proactive, and organized. In addition, you must be able to write clearly and succinctly to communicate complex information. An onboarding training course is mandatory.

Day In the Life:

Chat-based support
- Answer High volume inbound customer inquiries via chat dictated by the Client, and provide efficient chat-based support to global customers.
- Assess the quality and accuracy of information inputs that have been escalated from Tier 1 (within Concierge)
- Complex troubleshooting of expense management software
- Communicate complex information clearly and succinctly in written format
- Compose answers to help build a curated response bank
- Communicate with travel service providers via chat and make travel bookings as necessary
- Utilize resources to interpret and troubleshoot inquiries
- Handle sensitive information with care and security, and meet predetermined metrics
Account Management
- Complete customer’s internal onboarding education and lead product demos for prospects
- Oversee multiple accounts as the primary point of contact, understanding their business and stakeholders' needs to ensure maximum value.
- Triage customers’ platform issues and documents via GitHub.
- Assist customers with understanding and implementing new product features and provide customer feedback to the team
- Identify and report potential customer retention or churn
- Maintain customer account reviews by participating in review calls via Zoom/Teams, assessing the need for organizing further communication for continued support
- Upsell customers on additional features & demos
- Nurture clients towards a successful, intimate knowledge of the product and guided training.
- Manage customer account configurations for new and existing clients to ensure customers roll out product features correctly.
- De-escalate troubleshooting questions to keep calls focused on account configuration
Perform other duties as assigned

Must-Haves:

Ability to communicate complex troubleshooting steps clearly and succinctly
Motivated and a self-learner
Ability to keep up to date with product and process changes in a fast-paced environment.
General tech-savviness to learn platforms, products, and processes quickly
Excellent English skills (spoken and written)
Ability to provide prompt and friendly customer service, predominantly via chat
Strong troubleshooting, reading, comprehension, and problem-solving skills
Personal reliability, self-management, and the ability to shine under limited supervision
Sales experience is highly preferred

Position Details:

Pay Rate: $18/hour
Training Schedule:
- Training will fall between the hours of 11am - 10pm EST | Monday-Friday
Post-Training Schedule:
- 2:30pm - 11:00pm EST | Monday - Friday | 40 Hours a week
100% remote

Due to specific position requirements, we cannot hire from the following locations for this opportunity: California, Denver, Colorado, Iowa, Illinois, Massachusetts, Montana, New York, Washington, D.C., Seattle, Washington, and Rhode Island.

* In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

________________________________________________________________________________

Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation's top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.

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