Pearl Raleigh - Concierge Specialist

Concierge Specialist

Position Overview:

The Concierge Specialist plays an integral role in advancing the mission and vision of this company. Much of the role will focus on maintaining satisfaction for our customers, when they call in with issues. The Concierge Specialist will communicate with customers and liaise with internal departments to make sure that issues are addressed, managed and closed.

Essential Duties Include, But Not Limited To:

• Manage a large volume of incoming calls (90% of position will be call volume)
• Provide timely and accurate information to incoming customer requests
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep accurate records of customer interactions, process customer accounts and file documentation.
• Schedule and/or cancel services.

Key skills/experience:

• Previous scheduling and/or call center experience is preferred but not required.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to communicate well, using excellent verbal and written communication skills.
• Strong phone contact handling skills and active listening skills.
• High proficiency with email, instant messaging, and use of various electronic devices or applications for effective communication/information sharing.
• Ability to work under pressure and handle escalated situations with customers while maintaining composure.
• Bilingual Spanish is preferred.
• Salesforce experience is preferred but not required
• Must be able to type 60 WPM, and the ability to use WebEx phone systems.
• GED or High School Diploma Required

The specific examples in each section are not intended to be all-inclusive, they represent the typical

elements and criteria considered necessary to perform. Other job-related duties may be assigned and could require work outside of duties listed. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; “at will” employment remains.

Responsibilities:

- Provide exceptional customer service by answering incoming calls and assisting customers with their inquiries or concerns.

- Analyze customer needs and recommend appropriate products or services.

- Conduct outbound calls to follow up with customers and ensure customer satisfaction.

- Perform data entry to update customer information accurately in the system.

- Upsell products or services to maximize sales opportunities.

- Resolve customer complaints or issues in a professional and timely manner.

- Maintain a high level of phone etiquette and professionalism during all customer interactions.

Requirements:

- Previous experience in customer service or a related field is preferred.

- Excellent communication skills, both verbal and written.

- Strong problem-solving skills and the ability to think critically.

- Proficient in data entry and navigating computer systems.

- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

- Sales experience is a plus.

- Bilingual in English and Spanish is a plus.

We offer competitive pay, comprehensive training, and opportunities for career growth. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you. Apply now to join our team as a Customer Service Representative.

We are an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran, or disability status.

Other job-related duties may be assigned and could require work outside of the duties listed. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; “at will” employment remains. 

For more information regarding our career opportunities, please visit our website. All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States