Customer Service Concierge Agent

LegacyBox • Chattanooga, TN

6d

About The Position

At Legacybox, we don’t hire customer service reps. We hire brand ambassadors who happen to be great at customer service.
Legacybox exists to honor the trust families place in us by reclaiming their most meaningful moments from aging media so they can be watched, shared, and preserved forever. Every email you write, every call you take, every chat you handle is a moment where a family has put their irreplaceable memories in our hands. We take that seriously, and so do you.
You are empathetic, calm under pressure, a natural problem solver, and you write with warmth and precision. You are as comfortable de-escalating a frustrated customer as you are spotting a process gap and flagging it for the team. You want to do more than answer tickets; you want to help build something.

Requirements

• Exceptional written communication skills — clear, warm, and professional; free of jargon, reflexive openers, and filler language
• Exceptional verbal communication skills and phone etiquette — confident, composed, and human on the phone; you know how to listen, how to de-escalate, and how to leave someone feeling taken care of
• Fast, accurate typing — you can keep up with live chat and high-volume email without sacrificing quality
• Sound judgment: you know when to act, when to escalate, and how to handle ambiguity without a playbook
• Creative problem solving — you find the yes before you reach for the no
• Proficiency with web-based tools and productivity software; comfortable learning new platforms quickly
• Working knowledge of Google Suite (Docs, Sheets, Gmail, Drive)
• Experience with or ability to quickly master: Gorgias (or similar CRM), Aircall, Slack
• 1+ years of customer-facing work experience, or an Associate’s degree
• 18+ years old
• Must pass drug test and state, federal, and criminal background check

Nice To Haves

• Hotel, hospitality, or concierge experience — you already know what “going above and beyond” actually looks like
• Sales experience and acumen — you understand how to listen for needs, build trust, and guide a customer toward the right decision without pressure
• Mac computer proficiency

Responsibilities

• Own customer interactions across phone, email, and live chat — phone is our most important channel and the one where our brand shows up most personally; every interaction, regardless of channel, should be warm, complete, and on-brand
• Read the room: calibrate tone and urgency to the customer’s emotional state, not a script
• Resolve issues on the spot; when escalation is needed, submit Tier 2 requests that are detailed, accurate, and actionable
• Master our order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficiently
• Maintain deep product knowledge across Legacybox to give confident, accurate answers to any customer
• Identify recurring friction points and surface them proactively. We want root fixes, not repeat tickets
• Represent the brand with every word you write: you are not a support agent, you are a concierge
• Contribute to a culture of improvement: share ideas, flag gaps, and help us raise the bar

Benefits

• Career growth — we’re a fast-growing organization and we promote from within; this role is a launchpad, not a landing spot
• Performance bonus opportunities up to $700 during peak season
• Medical, dental, vision, HSA, and short-term disability — 30-day waiting period
• 401K with employer match — 6-month waiting period (must be 21+)
• 80 hours PTO annually, accrued bi-weekly
• Paid parental leave (maternity and paternity) after 1 year of employment
• Performance, attendance, anniversary, and birthday perks
• Unlimited fresh coffee and fruit all day

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees