Job Description
Job DescriptionSalary: $25 - $30 per hour DOE
Job Overview
The client
concierge works to build, strengthen, and maintain relationships with EENY clients. They will act as a versatile individual contributor and will be responsible for monitoring VIP care, upgrade
opportunities, service plan renewals, enablement of remote monitoring subscriptions, coordination of account services
& client delight for the Service department. The role has an evolving nature and would best fit an individual with a can do characteristic who is entrepreneurial as well as eager and passionate about operating with a good blend of creativity, action, influence & negotiation. This role will have a deep understanding and passion for our Client Experience mission and build external & internal relationships.
Responsibilities and Duties
- Monitor break-fix service activity of our most important clients to ensure timely fulfillment of needs. This includes check-in with our service desk to ensure all VIPs have received a response or update on pending requests. Assist with VIP engagement via phone, text, or email as needed.
- Own and distribute weekly report to Sales/Management that summarizes break-fix VIP activity.
- Assist
Director of Service with ongoing reporting efforts, create, edit, and define reports as assigned.
- Maintain VIP list in company CRM system (ConnectWise); engage with Director of Service to define VIP tiers.
- Perform outreach to existing EENY clients that have a need or interest in upgrade offerings; create, submit, and follow-up on proposals as needed.
- Create & monitor process to ensure proper cadence of Service plan renewal efforts, ensure that clients with scheduled maintenance contracts are being provided with the services rendered within their agreements.
- Monitor preventive maintenance activities for active Service plans.
- Work with Service
Desk to ensure preventive maintenance visits are scheduled in advance and in accordance with frequency outlined in Service plan.
- Review field reports upon completion of preventive maintenance visits to identify remaining actions and/or new Sales opportunities.
- Follow-up with client as needed with a summary of preventive maintenance visit that includes work performed, issues found, status of issue resolution, etc.
- Monitor activity reports for potential break-fix engagements required for VIP clients.
- Maintain records associated with client account information (ISP account details, login credentials for streaming services, etc.).
- Ensure proper service onboarding of completed projects.
- Assist with inbound & outbound Service Desk tasks as needed during periods of peak demand.
- Make regular phones calls
to:
- VIP clients after a break-fix Service engagement.
- Check in with new client at 3-month, 6-month, 1 year mark.
- Check in with VIP clients quarterly or yearly (dependent upon VIP Tier).
- Coordinate new client welcome packages, VIP gift baskets, birthday/anniversary cards, etc.
- Send proactive emails regarding industry/vendor/system changes, coordinate with sales & design as applicable.
Job Qualifications
- 3-5 years experience working within a customer service base environment with high end clientele.
- Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.
- High school diploma or equivalent required, bachelor's degree preferred.
- Experience interacting with stakeholders at all levels; over communicator.
- Demonstrated ability to self-motivate and follow-through.
- Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.
- Ability to think both strategically and tactically and to drive execution. Should be equally comfortable with long term planning and day-to-day progress tracking and execution.
- Proven track record of taking ownership and of delivering results in a fast-paced environment.
- Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.
- Demonstrated desire for continuous learning and improvement.