Job Title: Customer Service/Concierge Team Member
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 called “The World’s Greatest Modular Sofa” that includes 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 ten years or more.
Objective/Purpose:
We seek a specialized concierge team member responsible for managing our customer support touchpoints via our support phone line and email helpdesk.. This job will require weekend availability. You will work closely with the Customer Concierge/Assembly team and Operations team to deliver stellar service to our customers. We seek someone passionate about our customers, who takes pride in providing the best possible service, and who can delight customers with every interaction via email and phone.
Roles & Responsibilities:
- The candidate must be highly organized and efficient, effectively manage multiple tasks, and be a true self-starter who can work independently and well within the team.
- Must be a team player who provides professional and confidential support while delivering a positive client experience.
- Comfortable with a high-pressure role and can maintain your composure at all times. We deal with diverse customers in terms of age, income, geography, and lifestyle. This requires understanding, empathy, and a solution-oriented approach to provide every customer with the desired experience.
- All concierge team members are responsible for answering incoming customer inquiries via email, SMS, dedicated Slack channels, and phone calls utilizing Aircall, Gorgias, Slack, and NetSuite.
- Work in a team environment to help with coverage and complex tickets, and develop processes that work best for our customers.
- Deliver superior, tailored, and cheerful service to each customer while maintaining our brand and adhering to our Customer Care policies.
- Utilize in-depth knowledge of our product to answer customer questions effectively.
- Be fast and proactive. We don’t like to make our customers wait to get an answer to their questions, so being proactive is vital.
- Follow-up: Be able to reach out to customers and make sure that they are happy with their experience.
- Maximize KPIs such as customer satisfaction, ticket response rates/times, and clearing our phone and email inbox.
- Weekend availability is required!
Qualifications:
- 3-5 years of experience in Concierge Support, Customer Support / Client Services, and or high-volume call contact center
- Excellent written and verbal communication skills, with an extra emphasis on spelling and grammar, are paramount.
- People person, your job revolves around our customers, so you must love interacting with many people daily.
- Technically Proficient/Experienced with Google’s suite of tools, Notion, Slack, Gorgias, NetSuite, Aircall, TaskRabbit, DispatchTrack, and similar tools.
- Team player with a strong positive attitude.
- Be a creative problem solver who is the internal champion for our customers.