The Concierge Representative is passionate about People, Quality, Innovation, and Customer Success. This role is outgoing and positive in all situations while also consistently reinforcing the ability and importance of relationship building, both with their team and external clients.

They are expected to be proactive in seeking out areas of opportunity within the team and department, capitalizing on them by generating process solutions and formulating plans to document them and execute the training of knowledge to their teams. All of these qualities are expected to be done while promoting a happy and healthy work environment.

• Communicating courteously with customers by telephone, email, letter, and face-to-face
• Plan and prioritize work tasks to ensure the proper functioning of the department
• Oversee the achievement and maintenance of customer service levels and standards
• Analyzing calls, voice mails, texts, and tickets to determine the level of customer service we are providing
• Effectively manage call volume in real time
• Identify and deliver support, respect, and responses to clients based on requests received
• Communicate with other departments to provide/receive feedback to guarantee proper communication and processing
• Communicating customer service events that may affect everyday operations with the Manager

Be Prepared to

• Learn about products or services and keep up to date with industry changes to understand investment trends and seasonality
• Implement changes to the phone system as needed
• This includes call pool weighting, adding or removing agents, setting up office voicemail messages, and contacting support when issues arise
• Handle complex and escalated customer service issues
• Troubleshoot and aid with employee system issues
• Facilitate and design soft and hard skill training to adapt to all learning styles for clients

Requirements

• Minimum of 2 years of financial industry or related industry experience preferred
• Minimum of 3 years of call center experience preferred
• Minimum of 5 years of Service experience
• Excellent communication and interpersonal skills at all levels in the organization
• Strong analytical skills coupled with the ability to think and act strategically
• Proficient in Microsoft Office Excel, Word, and Outlook
• Knowledge of TalkDesk is preferred
• High level of IRA/Product knowledge

Company Expectations

• Uphold the company culture and mission statement
• Exhibit exceptional customer service skills within company guidelines
• Possess a positive attitude, motivation, and ability to learn
• Display a strong work ethic relative to punctuality, discipline, and a sense of responsibility
• Ability to work collaboratively, communicate effectively, and display commitment
• Have effective communication skills (listening, verbal, and written)
• Practice multicultural sensitivity and awareness
• Ability to take constructive feedback with adaptability and flexibility
• Exercise excellent planning and organizational skills
• Demonstrate critical thinking and decision-making abilities
• Capable of time and priority management
• Embrace conflict resolution and problem-solving skills
• Goal-oriented with strategic goals and effective reasoning

We are a forward-thinking development company focusing on market opportunities in various market segments, including, but not limited to, real estate, promissory note financing, and marketing.

About the Culture

• Spirit of service: We are grateful to clients and each other and strive to make a positive difference in clients' and coworkers’ lives.
• Teamwork: We work together by sharing our skills, knowledge, and experience, and supporting one another to meet the needs of clients and help our Company win.
• Quality: We provide exceptional products and outstanding service.
• Ownership: We are personally accountable for delivering on our commitments promptly and accurately.
• Innovation: We aim for innovation in all aspects of our business. We’re extremely proud of what we’ve accomplished, but we’re still far from perfect.