Customer Support Concierge

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a protable, disruptive, and fast growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more? Check out our website: www.gohighlevel.com 

Who You Are:

You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of time management, organization and administrative skills to support our customers and teams. To be successful in this role, you will be condent, efcient, energetic, positive and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the rst impression for our customers to welcome, engage and eld customer questions and inquiries directly to our representatives. Strong collaboration, time-management and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions.

• What You’ll Do:
• Greeting customers in the lobby and routing them to a team member
• Answer video calls, chats and rerouting the customers to team members
• Working with Managers and customer support reps to connect customers on zoom
• Create best practices on waiting room etiquette and maintaining a great zoom room environment
• Educating customers on the chat/zoom support functions
• Providing feedback to the leadership team to improve customer experience
• Connect Senior Specialists with scheduled customers
• Facilitate Urgent Escalations by working with Managers and Senior Specialists
• Other duties may be assigned and/or modified as business needs change

• What You’ll Bring:
• High school diploma or GED required
• Prior experience as a receptionist, scheduler, administrative/clerical assistant or relevant role preferred
• Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
• Experience answering high call volume calls and solving customer’s needs preferred
• Excellent phone, email and instant messaging communication skills
• Organization skills to keep accurate records and important information quickly
• Time management skills to prioritize and complete a side variety of tasks throughout the day in a fast-paced environment
• Patience and listening skills to respond appropriately and interact positively with customers
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Emotional intelligence with the ability to adjust your communication style based on the nature of the call
• The ability to build lasting first impressions and relationships with customers
• Ability to work from home and “camera ready”, which requires a quiet workspace with little to no distractions
• Reliable high speed internet/Wi-fi connection at home with little to no interruptions
• Availability to work a flexible schedule which may include mornings, nights, weekends, and holidays
• Knowledge of HighLevel products and services preferred
• Intermediate MAC computer skills including use of multiple monitors and applications
• Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc 

• Language Skills Required Vs. Preferred:
• Fluent in English
• Demonstrated verbal and written communication skills

EEO Statement: 

At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classication. It may not contain a comprehensive inventory of all duties, responsibilities, and qualications required of employees to do this job.