Role: Customer Support Concierge
Company: HighLevel
Job Type: Remote
Role Type: Support
Who We Are
HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a protable, disruptive, and fast growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more? Check out our website: www.gohighlevel.com
Who You Are
You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage your excellent communication skills and working knowledge of time management, organization and administrative skills to support our customers and teams. To be successful in this role, you will be condent, efcient, energetic, positive and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the rst impression for our customers to welcome, engage and eld customer questions and inquiries directly to our representatives. Strong collaboration, time-management and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions.
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Roles & Requirements for Customer Support Concierge
- Greeting customers in the lobby and routing them to a team member
- Answer video calls, chats and rerouting the customers to team members
- Working with Managers and customer support reps to connect customers on zoom
- Create best practices on waiting room etiquette and maintaining a great zoom room environment
- Educating customers on the chat/zoom support functions
- Providing feedback to the leadership team to improve customer experience
- Connect Senior Specialists with scheduled customers
- Facilitate Urgent Escalations by working with Managers and Senior Specialists
- Other duties may be assigned and/or modified as business needs change
What You’ll Bring as Customer Support Concierge
- High school diploma or GED required
- Prior experience as a receptionist, scheduler, administrative/clerical assistant or relevant role preferred
- Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
- Experience answering high call volume calls and solving customer’s needs preferred
- Excellent phone, email and instant messaging communication skills
- Organization skills to keep accurate records and important information quickly
- Time management skills to prioritize and complete a side variety of tasks throughout the day in a fast-paced environment
- Patience and listening skills to respond appropriately and interact positively with customers
- Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
- Emotional intelligence with the ability to adjust your communication style based on the nature of the call
- The ability to build lasting first impressions and relationships with customers
- Ability to work from home and “camera ready”, which requires a quiet workspace with little to no distractions
- Reliable high speed internet/Wi-fi connection at home with little to no interruptions
- Availability to work a flexible schedule which may include mornings, nights, weekends, and holidays
- Knowledge of High Level products and services preferred
- Intermediate MAC computer skills including use of multiple monitors and applications
- Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc
Language Skills Required as Customer Support Concierge
- Fluent in English
- Demonstrated verbal and written communication skills
EEO Statement
At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classication. It may not contain a comprehensive inventory of all duties, responsibilities, and qualications required of employees to do this job.
10 interview questions and answers for Customer Support Concierge
1. Can you describe your experience managing high call volumes or working in a customer-facing role?
Answer:
In my previous role as a receptionist, I managed high call volumes daily, averaging 50-70 calls per shift. I prioritized customer needs, ensured swift responses, and maintained a calm demeanor even during peak hours. I also leveraged tools like Google Calendar and Slack to coordinate schedules efficiently.
2. How do you ensure a positive first impression when interacting with customers?
Answer:
I focus on being approachable and attentive. I greet customers warmly, maintain a friendly tone, and actively listen to their needs. For video interactions, I ensure a professional appearance, maintain eye contact, and create an engaging environment.
3. How do you handle a situation where multiple customers need assistance simultaneously?
Answer:
I prioritize by assessing urgency and complexity. For example, if a customer has a straightforward query, I address it quickly or route them to the appropriate team. For more complex issues, I inform the customer of potential wait times and provide regular updates to ensure they feel supported.
4. How do you manage working under pressure in a fast-paced environment?
Answer:
I stay organized by maintaining a clear to-do list and prioritizing tasks. I also practice mindfulness techniques to stay focused. In high-pressure situations, I rely on communication and collaboration, keeping my team informed and seeking their input when needed.
5. How familiar are you with tools like Zoom, Slack, and Google Suite?
Answer:
I have intermediate proficiency with these tools. For instance, I’ve used Zoom to schedule and host meetings, Slack for team communication, and Google Suite for managing calendars, spreadsheets, and documentation.
6. What steps do you take to ensure a professional and distraction-free remote working environment?
Answer:
I’ve set up a dedicated workspace at home with minimal distractions. I use noise-canceling headphones, ensure a strong internet connection, and keep my workspace organized. I also establish boundaries with household members to minimize interruptions.
7. How do you handle an upset or difficult customer?
Answer:
I remain calm and empathetic, actively listening to their concerns without interrupting. Once I understand their issue, I reassure them that I’m here to help and work towards resolving the problem promptly or escalate it to the appropriate team member.
8. Can you describe a time when you had to escalate an issue to a senior team member?
Answer:
In my previous role, a customer had a billing dispute that I couldn’t resolve. I calmly gathered all relevant details, documented the issue, and escalated it to my manager. I stayed in touch with the customer to update them on the progress, ensuring they felt valued throughout the process.
9. How do you ensure customers are educated about support functions or services?
Answer:
I guide customers step-by-step through the support functions, like how to use Zoom features or chat tools. I also share helpful resources, such as tutorials or FAQs, and encourage them to reach out if they have further questions.
10. What does emotional intelligence mean to you, and how do you apply it in customer interactions?
Answer:
Emotional intelligence is the ability to recognize, understand, and manage emotions—both mine and others. In customer interactions, it means being empathetic, adjusting my tone based on the customer’s mood, and resolving issues with sensitivity. For example, if a customer is frustrated, I use a calm and reassuring tone to ease their concerns.
