Job Summary
As VirBELA is experiencing rapid growth, our front line of customer service/support is imperative to continued growth and operational success. Our Concierge team is the first stop for assistance in all areas and they perform triage functions to connect customers with the right information, resources, and support.
Major Duties & Responsibilities:
Work online in VirBELA Open Campus 5:30am-2:30pm PST Mon-Fri
Greet and engage VirBELA customers
Instruct new users on how to navigate in the VirBELA platform
Lead VirBELA tours for customers
Sales lead qualifications
Sales support - engaging with and guiding customers through the online sales process
Triage sales inquiries to appropriate team members
Document conversation notes in CRM
Support data integrity efforts in CRM
Provide support for events and facilitators as needed
Communicate with team members, colleagues, and concierge leadership to ensure customer needs are met/addressed
Exercise professional judgment in handling situations and/or issues that arise
Demonstrate initiative in staying up to date on support topics related to the VirBELA platform
Demonstrate and/or explain the attributes and benefits of the VirBELA platform
Collaborate with concierge team leadership on areas for improvement to increase levels of customer support and satisfaction
Provide accurate, clear/concise information in verbal and written communications
Maintain a consistent level of excellent customer education and support
Demonstrate the ability to adapt to the changing needs of a growing organization
Knowledge and Skills Requirements:
Education:
High School Diploma or equivalent
Experience:
Customer Service
Google Suite - Email, Docs, Calendars, Sheets, etc.
Experience using and presenting in a virtual platform preferred
Bilingual - Spanish or Eurasian a plus
