Job Description

The Minted Celebrations Concierge will provide virtual consultations for customers, offering personalized tours and shopping experiences of Minted products and services. Concierges will use strong relationship-building skills, product knowledge, and upselling techniques to support the customer experience via video chat, aiming to offer the best experience and generate revenue. The role requires excellent communication skills, familiarity with various systems and technology, and availability to work weekends and evenings.

Responsibilities

• Serve as a customer advocate and brand ambassador
• Host 30-minute video consultations, guiding customers and personalizing design choices
• Upsell and cross-sell Minted products and services
• Answer customer questions about products, customization, and order placement
• Collaborate with cross-functional teams
• Document customer interactions in CRM
• Use support tools and training to ensure customer satisfaction
• Identify opportunities to improve customer experience
• Support revenue growth through sales strategies
• Meet quality and productivity KPIs
• Perform additional duties as assigned

Requirements

• Confidently guide customers through product offerings and prioritize tasks
• Build relationships with customers, including cross-selling and upselling
• Quickly learn new procedures, processes, and products
• Be open to feedback and continuous improvement
• Be technologically adept; eCommerce experience a plus
• Meet a flexible/variable hour schedule including weekends
• Strong sales orientation and customer support focus
• Excellent written and verbal communication skills
• High attention to detail and organization
• Experience with Salesforce or other CRM software a plus
• Ability to represent the Minted brand well
• Bachelor’s degree or equivalent work experience
• 2+ years of customer service experience (preferably with a premium brand)
• Sales, concierge, or account management experience

Benefits

• No benefits