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Circles Concierge Team Coordinator in Waltham, Massachusetts

As Team Coordinator, reporting to our Operations Manager this role will be client facing and provide additional support to one of our largest and fastest growing accounts. Supporting our Director of Strategic Accounts and working closely with our Operations Manager, you will be responsible for ensuring the smooth processing of incoming service requests, client satisfaction, and helping to support best practices of one of our major accounts while maintaining a level of understanding across all concierge teams. You will focus on maintaining a high quality of servicing, while delivering on our key business objectives. This is a flexible and challenging role combining client facing responsibilities and communication with ownership of workflow processes/best practices, back-end Service Request fulfillment, member communication management and excellent follow through. This role requires efficient work management, the ability to handle requests using our systems, and the ability to develop and enhance business relationships by phone and email.

This position requires an energetic, results oriented professional to support groups of dedicated professionals providing concierge service. You will also be responsible for coordinating with Management Team to identify barriers to success and ensure we are successful in meeting internal targets while exceeding our clients’ expectations.

Team Coordinator Responsibilities:

  • Develop a keen understanding of the complexities of the account and their members in order to strategically assign cases, based on member needs and concierge skill sets

  • Work closely with the workflow team to ensure cases are properly promoted and assigned out daily.

  • Ensure oversight by following up with team members on cases throughout all stages of the case

  • Ensure all account specific workflow processes are up to date and adhered to

  • Support workflow schedule needs, working with management to ensure coverage gap prevention

  • Provide members with exceptional experience through high touch and proactive replies to cases and inquiries

  • Proactively work with and liaise with Concierge Manager (The Client) on oversight of both virtual and onsite requests.

  • Work with Workflow lead, Management, and IT to optimize processes, find solutions and improvements to enhance overall program and service levels.

  • Develop strong working knowledge of all aspects of the account to assist with onboarding and training of new team members as well as ongoing and refresher training when required.

  • Share feedback about member request trends and overall suggestions for improvement with supervisor

  • Be creative and possess a “can-do” attitude with the ability to think outside of the box to find solutions for hard to please members as well as difficult or rush cases.

  • When necessary, delight members by handling incoming requests and/or completing research for members

  • Develop and enhance relationships with clients and members to increase member usage of the program

  • Promote meaningful relationships and brand loyalty through engaged and informed conversation with members via phone and email

  • Responsible for meeting or exceeding various call center performance metrics.

  • Ability to Travel to assist with onboarding and training of new concierge and onsite locations will be important

  • Consistently provide best in class customer service in a fast paced, structured environment

Requirements

  • HS Diploma required; Bachelor’s degree preferred

  • 3+ years of customer service experience; prior front desk, concierge, or other hospitality experience preferred.

  • Previous People Management experience of 10 people or more is required

  • Event Planning experience an asset

  • Strong verbal and written communication and organizational skills as well as the proven ability to provide quality service in a fast-paced environment.

  • Knowledge of MS office, Microsoft Word, Internet searching, and keyboarding;

Benefits

  • Medical, dental, vision Insurance starting the first day of the month after hire

  • Long term and short term disability insurance pair for by Circles

  • 401k with match

  • Life insurance paid for by Circles

  • Unlimited PTO

  • Paid holidays

  • Access to discount programs

  • 30 day paid sabbatical

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