Job Title: Concierge Associate
Department: Operations
Reporting To: Head of Operations - J.R. Weinberg
Location: Hybrid Remote in Los Angeles, CA, 90046
Pay Rate: Hourly/$20-$30
Company Overview:
7th Avenue (https://7thavenue.co) is a digitally-native furniture brand offering products that marry luxury design with functional day-to-day features. Our main product is a modular sofa collection we call “The World’s Greatest Modular Sofa” that includes features such as endless modularity, water-repellent and stain-resistant fabrics, removable and machine-washable covers, memory foam cushions, and many more. All products are sustainably-built, free from harmful chemicals, and designed to last 10 years or more.
Objective/Purpose:
We are currently looking for a Concierge Associate who will be responsible for managing our customer support systems and internal processes (such as customer inquiries, order updates, customer returns, scheduling assemblies) with availability between 16-24 hours per week. This role sits in the Operations team and you will work closely with the Operations Manager and other Customer Concierge staff to help shape our overall customer experience. We are looking for an individual who is passionate about our customers, takes pride in providing the best possible service, and someone who can delight customers with every interaction.
Roles & Responsibilities:
- Answer incoming customer inquiries via email, website chat, and phone utilizing Aircall, Gorgias, and NetSuite CX tools.
- Deliver superior, tailored, and positive service to each customer while maintaining our brand and adhering to our Customer Care policies.
- Utilize in-depth knowledge of our product to effectively answer customer questions.
- Be fast and proactive, we don’t like to make our customers wait to get an answer to their questions, so being proactive is key.
- Coordinate with operations to get status updates on orders and help Operations to prioritize customers as needed.
- Followup, be able to reach out to customers and make sure that they are happy with their experience.
- Be able to maximize KPI’s such as customer satisfaction, ticket response rates/times, and return rates.
- Assist in keeping all Operational SOPs updated by providing customer feedback to management and how to further improve upon current processes.
- Comfortable with a high pressure role and have the ability to maintain your composure at all times. We deal with a diverse set of customers in age, income, geography, lifestyle, and ethnicity. This requires a level of understanding, empathy, and action/solution-oriented disposition to ensure we provide every customer with the experience they deserve.
Qualifications:
- 2+ years experience in Hotel concierge or Customer Support / Client Services, ideally in home furnishings industry.
- Flexible Availability with possibility for full-time employment for the right candidates.
- Excellent communication skills - both written and verbal - with an extra emphasis on spelling and grammar are of the utmost importance.
- People person, your job revolves around our customers, so you have to love interacting with lots of people on a daily basis.
- Technically Proficient/Experience with google’s suite of tools, Notion, Slack, Gorgias, NetSuite, Aircall, TaskRabbit, DispatchTrack or similar tools.
- Team player with a strong positive attitude.
- Be a creative problem solver that is the internal champion for our customers.
Job Type: Part-time
Pay: $20.00 - $30.00 per hour
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Los Angeles, CA 90046: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 2 years (Required)
Work Location: Hybrid remote in Los Angeles, CA 90046
