Job Description

Do you think of yourself as someone who is driven, autonomous, and communicates professionally? Are you ready to help empower others to succeed? 

Here’s who you are: You’re someone with strong oral and written communication skills, proven in delivering stellar customer experience, and looking to expand their horizons within a fast-paced online coaching program. You’re proficient in ensuring that the clients get the support, care, and guidance they need on their journey to scaling their business. As the dedicated Client Concierge, your creativity and foresight will be used to spot opportunities for improvement and further growth. You’re also someone who can support communication on various social platforms and you’d be ensuring the client’s membership receives accurate and consistent information for an exceptional client experience.   

Someone who is driven, autonomous, and communicates professionally will excel in this role. We pride ourselves on our customer service, whether it is quick response time or going above & beyond in order to make sure our clients feel that they are being supported to the fullest. You must be coachable through feedback, willing to learn and grow, and ready to succeed as a Client Concierge at Thought Leaders Institute. 

About us: We help experts and thought leaders grow their impact, influence, and income through online training, coaching, and events. Growth, Communication, Accountability, Excellence, and Simplicity are at the heart of everything we do. We use these core values as a framework for remaining accountable, delivering results for our clients, and keeping everyone happy along the way. Our values are a gauge for success in everything we do and the guiding principles for how we'll achieve our mission to help everyone live their best life.

We are looking to bring someone on board for the long-term who is passionate about people and providing world-class client experience. 

Some of the perks:

  • Growth Potential: this is a fast-growing company, and we are expanding our operations team to support our growing client base

  • Company Culture: you’ll be hard-pressed to find a company and team with so much care for you as a person; this is an environment where you will be supported and challenged to grow professionally and personally

  • Learning Opportunities: we are avid learners, and this is a company where asking questions is encouraged and growth is expected

Responsibilities:

  • Client Concierge:

    • Be the go-to person for client communication and resolve all requests in a timely manner or escalate tasks to the appropriate team member when necessary

    • Support the onboarding of new clients and attend client calls as needed

    • Maintain a streamlined method of client communication

    • Collaborate with the Operations team by identifying bottlenecks in the client journey and creating opportunities to improve client experience

  • Support:

    • Monitor Helpscout, Kajabi, and the Facebook group to ensure that clients receive accurate and supportive information as quickly as possible

    • Work collaboratively with the Operations team to ensure that each client is provided the highest opportunity for success from the program

    • Exercise empathy and stellar people skills in dealing with clients to promote retention 

  • Team:

    • Collaborate with team members to ensure that escalated support tickets are resolved in a timely manner

    • Attend team and client meetings as needed

Must Have:

  • Client Success Experience 2+ years 

  • Ability to work at an extremely fast pace with competing priorities

  • Remote Work Experience and Good Wifi 

  • Client facing experience in an online business or similar environment

  • Quick learner with a think-on-your-feet attitude

  • Technical proficiency across a variety of CRMs, platforms, and tools - and not afraid to learn more 

  • A commitment to high standards, excellence, team, and our clients

 

If this opportunity gets you excited, apply today!

More Details
Employment Type: Full Time
Location: [REMOTE]
Experience Required: Entry Level
Date Published: 13 Jan 2022
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