Celebrations Concierge

Role Overview

Employment Type: Seasonal

The Minted Celebrations Concierge will join our team to provide virtual consultations for our customers. As a Celebrations Concierge, you’ll provide customers with a personalized tour and shopping experience of Minted products and services, as well as provide a point of contact throughout their Minted experience. Celebrations Concierges will use their strong relationship building skills, knowledge of Minted’s products and upselling skills to support the customer experience while working directly with customers over video chat.

Reporting to the Senior Manager, Customer Experience and Programs, Concierges have excellent written and verbal communication skills and are savvy in working with a variety of systems and technology. Minted Concierges are exceptionally patient, empathetic, and passionate team members whose objective is to offer the best experience possible for any customer while generating revenue.

Our operation is open 7 days per week, and candidates must be available to work weekends and evenings. The hours & schedule for the role are variable.

Responsibilities

• Serve as dedicated customer advocate and brand ambassador, influencing the prospective customer’s perception of Minted
• Host 30-minute consultations with customers over video chat, orienting with their vision and providing a tour of Minted, while helping customers personalize their design choices
• Upsell and cross-sell during all consultations in order to help the customer find the best possible stationery and/or decor
• Answer questions about Minted’s full suite of products and services, customization, and assistance with how to place orders
• Collaborate with cross-functional teams when additional support is needed
• Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
• Use support tools & training including our knowledge base to respond to inquiries and ensure our customer’s satisfaction and a high quality concierge experience
• Identify opportunities for improving the customer experience and share those with leadership
• Actively support revenue growth by leveraging soft sales strategies and tactics, ensuring that customers feel comfortable throughout the process
• Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs
• Perform additional duties and projects as assigned by management

Qualifications

• Able to confidently, positively, and efficiently guide the customer through Minted’s product and service offerings, and prioritize multiple tasks in a fast-paced, high volume environment
• Personable and engaging, building relationships with customers, including cross-selling and up-selling, and speaking with customers live
• Able to take direction and quickly learn new procedures, processes, and products
• Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
• Technologically adept; familiarity and experience with eCommerce a plus
• Able to reliably meet a required flexible/variable hour work schedule including weekends (at least one weekend day is required) based on business needs and adhere to company attendance policy