Customer Concierge
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This is a full-time, fully remote position.
Hours: 9-5 EST, Monday - Friday
The Customer Concierge is the welcoming, relationship-focused face of our customer experience. This role is about much more than answering questions or responding to requests-it's about making people feel cared for, valued, and confident that they're in good hands.
Welcome & Connect
- Serve as a warm, friendly first point of contact for customers by phone, or email
- Create a welcoming experience from the very first interaction.
- Listen carefully to understand what the customer actually needs-not just what they initially ask for.
- Connect customers with the right person, department, product, or resource when additional assistance is needed.
Guide & Make Things Easier
- Help customers navigate questions, processes, products, and next steps.
- Take ownership of the customer experience rather than simply passing a question along.
- Clearly explain information and help customers feel confident about what happens next.
- Look for ways to simplify the customer's experience and remove unnecessary friction.
Anticipate & Follow Up
- Proactively check in with customers when appropriate.
- Follow up on questions, requests, orders, or situations to make sure nothing falls through the cracks.
- Anticipate potential needs and address them before they become problems.
- Keep customers informed throughout the process.
Create a Personal Experience
- Build genuine relationships with customers through thoughtful and personal interactions.
- Remember details and use them to make future interactions more meaningful when appropriate.
- Look for small opportunities to surprise, delight, encourage, or simply make someone's day easier.
- Treat every customer as a person, not a transaction.
Problem Solve & Take Ownership
- Resolve routine customer questions and concerns independently.
- Use good judgment to determine when an issue can be handled directly and when it needs to be escalated.
- Stay with an issue until the customer is connected to the appropriate solution.
- Escalate more complex situations to the appropriate team member while providing clear context and documentation.
Support the Team
- Accurately document customer interactions, requests, and follow-ups.
- Share recurring customer questions, concerns, and feedback with the team.
- Help identify opportunities to improve processes and the overall customer experience.
- Help with replacements and quoting when appropriate and needed.
What We're Looking For
We're looking for someone who:
- Genuinely enjoys helping people.
- Is naturally warm, welcoming, and personable.
- Has excellent communication and listening skills.
- Is highly organized and dependable with follow-through.
- Can juggle multiple customer needs without losing attention to detail.
- Is comfortable picking up the phone and having real conversations with people.
- Has strong problem-solving skills and good judgment.
- Is proactive rather than waiting to be told what to do.
- Can remain calm, patient, and positive when dealing with challenging situations.
- Is curious and willing to learn our products, processes, and customers.
- Notices details and looks for ways to make an experience better.
- Understands that great customer care is about both what you do and how you make people feel.