Overnight Lifestyle Coordinator

Circles•Waltham, MA

2d•$19•Remote

About The Position

This is a challenging role combining front-end customer interaction, back-end service request fulfillment, member relationship management, and providing excellent service through first call resolution when applicable. This role requires world-class customer service skills on the phone, the ability to research requests using our systems, and the ability to develop and enhance business relationships by phone and email. This is a 100% remote role that can be worked from any of the below locations: Arizona, Florida, Georgia, Kentucky, Massachusetts, Maryland Minnesota, North Carolina, New Hampshire, New Jersey, New Mexico, Rhode Island, Texas, Utah, or Virginia. Compensation for this role is $19 per hour and employees in this role are eligible for quarterly bonuses of up to $1,000.

Requirements

Must be able to demonstrate customer service skills
High school diploma required
Extensive use of computer with experience with Microsoft Office products
Excellent listening skills and telephone skills
Excellent professional communication and interfacing with customers and co-workers
Ability to manage multiple tasks simultaneously
Ability to communicate and articulate self in a professional and business-like manner (both oral and written skill sets demonstrated)
Able to work in a fast paced environment with demonstrated ability to prioritize multiple, competing tasks and demands.
Demonstrates accuracy in written and verbal communication
Ability to provide timely updates on work effort and workload to direct leader
Reacts positively to direction and feedback
Actively listens to the needs of the client to help understand the root cause of the problem or request
Demonstrates high standards for quality work processes and results
Willingly adapts to changing workloads and helps others when they are busy
Identifies new ideas, solutions, or directions in dealing with daily situations
Fosters a climate that ensures quality and customer service standards
Creates and supports customer focused behavior
Follows departmental and support service customers’ policies and directives
Maintains safe, secure and legal work environment
Develops personal growth opportunities
Seeks out self-improvement
Notifies Program Coordinator of unplanned absences in a timely manner (in sufficient time to permit adequate coverage of the open shift) while also taking ownership of working with co-workers to solve for unplanned and planned time off
Able to build relationship confidently through dialogue over the phone and through written communication with both members that you work with regularly and those that you are interacting with for the first time.
Able to respond to difficult service requests and manage toward successful outcome
Demonstrates professionalism when providing peer feedback
Effective time management skills
Timely delivery of results to members while balancing multiple deadlines
Thinks quickly to provide real time resolution
Effectively manages difficult members yet recognizing the need to escalate when necessary.
Ability to recognize problems and proactively resolve issues
Ability to work independently and sustain a high level of work effort
Makes use of job related knowledge to assist customers and drive customer experience
Applies best practices, tools and resources to find solutions to varying scenarios
Effectively use knowledge of member profile and personality to enhance decision making and member experience

Nice To Haves

Call center experience preferred (inbound)

Responsibilities

Delight members by handling incoming phone calls and/or completing research for members requesting personal services such as dining reservations and suggestions, flower orders, and gift baskets for special occasions, ticket inquiries, locating hard to find items, and product comparisons.
Develop and enhance relationships with members.
Increase member usage.
Completely and accurately capture information and update client and proprietary systems appropriately
Promote meaningful relationships and brand loyalty through engaged and informed conversation with members via phone and email
Share feedback about member request trends and overall suggestions for improvement with supervisor
Consistently provide best in class customer service in a fast paced, structured environment
Responsible for meeting or exceeding various call center performance metrics.

Benefits

Medical, dental, vision insurance starting the first day of the month after hire
Long term and short term disability insurance paid for by Circles
401k with match
Life insurance paid for by Circles
Up to 15 days of PTO per year
1 Floating Holiday per year
1 Community Service Day per year
Paid holidays
Access to discount programs
1 month sabbatical every 5 years