This is a remote position.
The Remote Client Concierge, or RCC, will act as a liaison between our mothers and internal subject matter experts, retrieving information, answering questions, and resolving any problems that our mothers might face with accuracy and efficiency.
RCCs will be genuinely excited to help our mothers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. They can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and our RCCs will gather that constantly - and seek it out. Problem-solving comes naturally to a customer care specialist. They are confident at troubleshooting and investigating if they don’t have enough information to answer customer questions or resolve complaints.
The goal of a RCC is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
This position is currently only open to US residents.
Responsibilities
ResponsibilitiesManage incoming phone calls, online messages and inquires
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet company team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Manage incoming phone calls, online messages and inquires
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet company team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Requirements and skills
Retail or Customer Service Representative experience
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma
Completed background check and training
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