Experienced Concierge Agent – Remote Customer Support & Account Management
Are you a motivated and resourceful individual with excellent communication skills, looking for a challenging and rewarding role in customer support and account management? Do you thrive in fast-paced environments and enjoy learning new technologies and processes? If so, we invite you to join blithequark as an Experienced Concierge Agent, providing top-notch support to our global customers and helping them achieve maximum value from our products.
About blithequark
blithequark is a leading organization that partners with top companies to source qualified talent for their open roles. We are committed to providing our employees with a supportive and inclusive work environment, where they can grow and develop their skills. Our team is passionate about delivering exceptional customer experiences and making a positive impact on our customers' lives.
Job Summary
As a Concierge Agent at blithequark, you will be responsible for providing general administrative support, handling everyday tasks that ensure our business operates smoothly. You will work closely with our customers, understanding their business needs and stakeholders' requirements to ensure maximum value. Your primary responsibilities will include:
Key Responsibilities
- Chat-based support: Answer high-volume inbound customer inquiries via chat, dictated by the Client, and provide efficient chat-based support to global customers.
- Complex troubleshooting: Assess the quality and accuracy of information inputs that have been escalated from Tier 1 (within Concierge) and troubleshoot complex issues with our expense management software.
- Communication: Communicate complex information clearly and succinctly in written format, composing answers to help build a curated response bank.
- Travel bookings: Communicate with travel service providers via chat and make travel bookings as necessary.
- Resource utilization: Utilize resources to interpret and troubleshoot inquiries, handling sensitive information with care and security, and meeting predetermined metrics.
- Account management: Complete customer's internal onboarding education, lead product demos for prospects, and oversee multiple accounts as the primary point of contact.
- Triage and documentation: Triage customers' platform issues and documents via GitHub, assist customers with understanding and implementing new product features, and provide customer feedback to the team.
- Customer retention: Identify and report potential customer retention or churn, maintain customer account reviews by participating in review calls via Zoom/Teams, and assess the need for organizing further communication for continued support.
- Sales and upselling: Upsell customers on additional features & demos, nurture clients towards a successful, intimate knowledge of the product, and guided training.
- Account configurations: Manage customer account configurations for new and existing clients to ensure customers roll out product features correctly.
- De-escalation: De-escalate troubleshooting questions to keep calls focused on account configuration.
Essential Qualifications & Responsibilities
- 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.
- Preferred qualifications:
- Sales experience.
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.
- Hours: 40 hours a week.
- Remote work: 100% remote.