Concierge Agent - $18/hr - Phone/chat Remote - CONUS Oconus - Remote Eligible

Concierge Agent - $18/Hr - Phone/Chat Remote - CONUS OCONUS

Job Description: Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please follow the next steps. This is remote, however, due to specific position requirements, the employer 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.

Employer 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.

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