Experience Concierge (Tickets & Support)- 100% Remote

ENCHANTED FAIRIES STUDIO LLC•Plano, TX

6d•Remote

About The Position

Are you a proactive problem-solver who loves creating "Raving Fans"? Enchanted Fairies is looking for a full-time Experience Concierge to join our Tickets team! We aren't just a children's portrait studio; we’re a movement that has donated over $3 million to children’s charities. If you are mission-driven and tech-savvy, we want you! ABOUT THE ROLE We are seeking a magical and proactive Experience Concierge to join our Tickets team. In this fully remote role, you will be the voice of Enchanted Fairies, handling a high volume of inbound and outbound communication to ensure every guest has a seamless, world-class experience. Your #1 mission: Create raving fans by prioritizing accuracy and thoughtful resolution in every interaction. SCHEDULE & AVAILABILITY Shift: Friday to Tuesday Hours: 7:30 am to 4:30 pm Central US Time Zone

Requirements

Experience: 1–3 years in customer/concierge service (luxury or appointment-based preferred) or call center operations.
Education: High school diploma or equivalent.
Tech Savvy: Proficient in Google Suite, Zoom, and internet-based call handling.
Typing speed of 50+ wpm.
Ability to learn tools like Acuity, HubSpot, Front, and JustCall.
Soft Skills: Naturally guest-focused, emotionally aware, and a strong problem-solver.
Communication: Clear and professional verbal and written interactions.

Responsibilities

Call Handling: Manage both inbound and outbound calls with warmth and professionalism.
Ticket Management: Handle EC and Sales tickets, completing associated tasks with high attention to detail.
Omnichannel Support: When tickets are completed, shift focus to Front inboxes and Slack to support the team.
Performance Excellence: Aim for success metrics, including answering 90% of calls within 60 seconds and maintaining an 85% monthly customer satisfaction goal.
High Engagement: Manage between 80-120 interactions per day across various inboxes.