接待主管（志愿者）
Lead Concierge (Volunteer)
这是一个远程职位。
作为首席礼宾顾问（LC），他们将担任监督角色，带领并监督合理数量的礼宾顾问。该职位在公司中起着关键作用，因为他们为公司代表设定了服务标准，这些代表是母亲与内部专家之间的联络人，能够及时响应需求，确保母亲按照护理计划进行。
LC 是天生的领导者，能够良好沟通，并真心希望帮助他人。他们耐心、富有同理心，善于沟通。他们喜欢交谈，并理解良好沟通技巧的价值。他们能设身处地为他人着想。解决问题对他们来说是自然而然的事；他们在排查故障和帮助他人找到答案方面充满自信。
LC 的目标是确保 withyou 礼宾顾问保持优质的服务标准，高效回应客户咨询，并保持高客户满意度。
此职位目前仅对美国居民开放。
职位职责
- 监督新入职的礼宾顾问，指导他们与客户的沟通，并实时培训他们最佳实践
- 对互动或解决方案提供反馈及改进机会
- 作为志愿者问题和客户问题解决的升级点
- 临时顶替礼宾顾问；在此期间，职责包括：
- 管理来电、在线消息和咨询
- 识别并评估客户的需求以实现满意
- 通过开放和互动的沟通建立可持续的关系和信任
- 使用正确的方法/工具提供准确、有效且完整的信息
- 达成公司团队销售目标和电话处理配额
- 处理客户投诉，提供适当解决方案和替代方案，并在时限内完成；跟进以确保解决
- 记录客户互动，处理客户账户并归档文件
- 遵守沟通流程、指南和政策
- 超出预期与客户互动
要求
- 有客户服务经验或客户代表经验
- 有超额完成配额的记录
- 强大的电话沟通能力和积极倾听能力
- 熟悉 CRM 系统和实践
- 以客户为中心，能够适应和响应不同需求
查看英文原文
This is a remote position.
The Lead Concierge, or LC, will act in a supervisory capacity as they lead and oversee a reasonable number of Concierges. This position serves a critical function as they set the standards for service for the company representatives who act as liaisons between the mothers and internal subject matter experts, responding to needs as they arise and ensuring the mother stays on track with her Care Plan.
LCs are natural leaders who can communicate well and genuinely desire to help others. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. They can put themselves in the shoes of whomever they are speaking with. Problem-solving comes naturally; they are confident at troubleshooting and helping others find the answers they are looking for.
The goal of a LC is to ensure the withyou Concierges maintain excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
This position is currently only open to US residents.Job Responsibilities
- Proctor new Concierges to oversee their communications with clients and train them on best practices in real time
- Provide feedback on interactions or resolutions and opportunities for improvement
- Serve as an escalation point for volunteer questions and client issue resolutions
- Fill in for Concierges on an ad-hoc basis; in this capacity, responsibilities include:
- Manage incoming phone calls, online messages and inquires
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet company team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
Requirements
- Proven customer support experience or experience as a Client Service Representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma
Originally posted on Himalayas