| SUMMARYThe part-time night shift Concierge will strive to deliver excellence in all conversations by connecting with leads to qualify or un-qualify them for our customers by engaging leads through SMS, email, and inbound/outbound phone calls. We ensure every lead we engage with is helped in an accurate and timely manner, while discussing their interests, over their preferred channel of choice. Conversations are handled with empathy, positivity, and a willingness to meet all their needs. Leads are connected with our customers when they’re available for live transfers or through our call connect system. This position requires extensive computer and phone experience as well as a thoughtful, quality driven approach to lead engagement. ESSENTIAL FUNCTIONSInput leads responses, notes, and disposition statuses into the assigned incoming lead profilesUtilize systems to gather and confirm information prompted by incoming SMS/email/callsProvide exceptional customer service, active listening, verbal and written communication skills while working independently with discipline and motivation to succeed in a virtual environmentRead and comprehend previous “Lead to Concierge” interactions to accurately continue the conversation to determine a qualified or unqualified leadCoordinate and confirm incoming leads that inquire about national services provided by our clientsAccurately document all conversations according to standard operating procedures in our consoleThoroughly follow client and department standards and system proceduresDisplay a team-minded attitude with the ability to adapt and embrace change to fit business needsThrive in an ever-growing and ever-changing environment MINIMUM REQUIREMENTSHigh school diploma or equivalent requiredMinimum 6 months of previous experience working in a contact center requiredRemote contact center experience is a plus Ability to type 30 WPM preferred Your performance will be measured by: 1) quality 2) AHT 3) inactive time 4) schedule adherence 5) accurately schedule appointmentsMust be able to work an assigned schedule during the hours of Sunday – Saturday 7:00 PM PST to 6:00 AM PST including weekends and holidaysMust be able to work part-time (20 hours per week) with occasional overtime, as neededMust be reliable with ability to maintain excellent attendanceA dedicated, quiet workspace free of distractions is requiredExcellent verbal and written communication skills with attention to accuracy and grammarStrong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation with leadsAbility to work in a remote environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate for extended periods of time Must be detail oriented, exhibit time management skills, ability to work with co-workers remotely LocationMust be authorized to work in the U.S. We do not offer Visa assistance or sponsorship for this role. This is a fully remote position and there is no relocation assistance. You must also reside in the United States. Verse uses E-Verify to verify employment. ReferencesWe use tools like speaking to references to gain a more full-bodied, in-depth picture of the person we’re looking to hire. By submitting your application, you are giving your permission that Verse.ai may conduct references using professional social media and common connections. We commit to not contacting any of your current work colleagues and will adhere to all legal requirements regarding salary and protected class information. EEO StatementVerse.ai is committed to the full inclusion of all qualified individuals. As part of this commitment, Verse.io will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact People & Culture at [email protected]. We are Verse and we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. All candidates for hire, promotion, and performance are evaluated on the basis of merit alone. |
