Accelerate your career, have fun, and change an industry as a Customer Concierge on our team!
We’re looking for a natural problem solver who enjoys developing healthy, long-term healthy relationships and helping people when they are stuck. Candidates can reside anywhere in the U.S., though this position is specifically designated to serve customers during the hours of 8:00 AM – 5:00 PM Pacific Standard Time, Monday through Friday.
If you are afraid of technology, this would be a good time to refill your kerosine lamp and stop reading.
The role of Customer Concierge is part of a team that supports customers of GovLink, a software-as-a-service document management, workflow, and electronic filing product created especially for government agencies nationwide. GovLink’s purpose is to raise the performance of every customer. Likewise, the Customer Concierge’s purpose is to support each customer so they can make the most GovLink’s benefits.
Government agency employees who use GovLink ask for support for a range of needs. Some requests can be fulfilled right away, while others require discussions with GreenCourt engineers to reach a solution. The best-fitting candidates for this role are highly analytical because solving problems quickly and efficiently is a very large element of the role.
We support our customers via online chat, phone call, and email. The best-fitting candidates for this role will be effective in communicating through all three channels. Success in this role depends on learning our products in addition to learning terminology related to legal activities and government agency operations (specifically, child support services).
Beyond responding to customer support requests, each Customer Concierge will occasionally participate as the “face” of GovLink in virtual and in-person meetings. The best-fitting candidates are continuous learners who do the research necessary to keep pace with our customers.
A successful Customer Concierge will reach self-sufficiency within 90 days of joining the team. This means providing quick and accurate answers to “How do I…?” and “Is it possible to…?” questions. A successful Customer Concierge will quickly grow confident in handling complex, technical issues.
The answer to each of the following questions is YES:
- Is making the customer feel great just as important as providing a detailed answer?
- Will catching chats, calls, and emails be the primary responsibility?
- Does this mean a mix of quick-to-answer questions and tricky-to-solve puzzles?
- Are we also talking about a lot of interaction with teammates?
- Is the team’s mission to help every customer perform at a higher level?
- Is this role critical to the team’s mission?
- Will I have to be (and have the opportunity to be) a cheerful, enthusiastic ray of sunshine for customers every day?
- Can I work from literally anywhere with a super-reliable internet connection?
- Are the hours for this position primarily aimed at serving our west coast customers?
The answer to each of the following questions is NO:
- Is someone going to give me a step-by-step playbook to follow for everything I do?
- Can I expect everything to stay exactly the same for 6 or even 12 months at a time?
- Is this the job for me if technology is not my strong suit and I don’t know what a browser is?
- Am I a good fit for this role if I leave the details to other people?
- I don’t make an effort to learn more than the minimum required. Cool?
In this role, you can expect to encounter these things in a regular day:
- A team that knows WHY you’re doing what you’re doing.
- A whole lot of figuring out the HOW on your own.
- New people and prospective customers.
- Terms, acronyms, and concepts related to child support and other types of government agencies.
- Requests for help that don’t include all the information you need to be helpful.
- Questions that deserve more than a “yes” or “no” answer.
- Teammates who need your analytic brain, streetwise gut, and patient heart.
- Pro-level Slack giphy jams, movie references, and music lyric quotations.
Schedule: Monday to Friday, 8:00 AM – 5:00 PM PST (11:00 AM – 8:00 PM EST)
Experience required: One (1) year of experience in a full-time role with a child support services agency, a trial court, and/or a law firm – OR – one (1) year of experience in a full-time role that deals heavily in supporting users of a software-as-a-service product. Experience in BOTH areas will score a lot of points!
Work Location: Remote
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Application Question(s):
- What appeals to you about this role, and what do you think makes you a good fit for this position?
- Considering all the things you do within the context of your current job, what would you choose to never have to do again? Why?
- Thinking of the technology you use on a daily basis to help you perform your current job, what do you do when it's not working?
- What is your strategy for learning new concepts you may not be familiar with?
Work Location: Remote
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