Concierge, Customer Success

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years. 

We currently have 400+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.  

Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and, above all, encourage a healthy work-life balance for our employees wherever they call home. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. 

Who You Are: 

You are looking for an opportunity to bring your customer centric approach and thinking to an impactful role that allows you to perform various administrative and support tasks, including answering customer emails, chats and text messages, scheduling customer meetings, greeting customers and managing our video conferencing community room/lobby, in addition to tracking and maintaining customer entry logs and call queues. You will be a client facing facilitator to our team for intake of customers and well as following our culture and performance standards. 

You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of time management, organization and administrative skills to support our customers and teams.

To be successful in this role, you will be confident, efficient, energetic, positive and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the first impression for our customers to welcome, engage and field customer questions and inquiries directly to our representatives. Strong collaboration, time-management and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. 

What You’ll Be Doing:

• Duties to include: greeting customers, updating the call queue, managing lobby, responding to SMS and email; in addition to building templated customer accounts information when needed
• Answers video calls, chats and emails and will schedule appointments with team members 
• Organizes workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments to keep the team accountable via CRM
• Create best practices on waiting room etiquette and maintaining a great zoom room environment
• Enter data into spreadsheets or update office calendars
• Answer and route customer phone calls and oversee transfers
• Assist and send reviews for customers to complete and score/rate their customer experience
• Monitor and logging all systems and customer data to ensure they are up and running properly and timely service is provided
• Assisting and prioritizing at-risk and urgent customer needs in a quick fashion
• Responsible for pipeline organizing and creating task reminders for the team
• Increase your product knowledge and skills by participating in department meetings and trainings
• Other duties may be assigned and/or modified as business needs change

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience/Education/Certifications Required:

• 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 find important information quickly
• Time management skills to prioritize and complete a side variety of tasks throughout the day in a fast-paced environment
• Patience and listening skills to respond appropriate 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/wifi 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.

EEO Statement:

At HighLevelwe value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.