At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Job Overview
We’re seeking a Client Concierge who can connect with clients over the phone, acting as an essential link between clients and our internal support team. This fully remote, full-time role includes variable shifts (8 am–12 am ET, weekdays and one weekend shift).
Job Summary
As a Client Concierge, you will provide first-point-of-contact support for homeowners needing assistance with smart home systems. Key responsibilities include intaking support calls, escalating issues, maintaining accurate ticket records, and helping clients select the appropriate service plans. The role requires conversational English skills, empathy, proactive engagement, and light sales conversations.
Key Responsibilities:
- Serve as the first point of contact for client support inquiries.
- Escalate calls and schedule follow-ups based on service level eligibility.
- Manage and document support requests within the ticketing system.
- Educate clients on service plans and guide them in choosing the right level of support.
- Collaborate with the support team to ensure response times and procedures are met.
Requirements:
- Working Schedule: one weekend shift is required, with the option to take a weekday off in return. Shifts vary between 8 am–12 am ET, covering weekdays and weekends, totaling 35-40 hours per week.
- Reliable internet connection and a quiet workspace.
- Excellent verbal and written English communication skills. Strong command of conversational English.
- Strong customer service skills and a naturally friendly personality.
- Ability to learn and master relevant software (Zendesk, Slack, PagerDuty, Twilio).
- Attention to detail, quick decision-making abilities, and confidentiality commitment.
- Ability to work independently, with an eagerness to learn.
Nice-to-Haves:
- Experience as a remote receptionist or administrative assistant.
- Inside sales experience
- Familiarity with home technology.
- Prior work with US-based companies.
- Experience using ticketing and office software (Zendesk, Zoho, Slack, Google Workspace).
Culture:
- Constantly seeking improvement for a better client experience.
- Maintaining backup plans and being prepared for any situation.
- Showing empathy and putting yourself in clients' shoes.
- Paying close attention to detail and respecting privacy.
- Ready to support team members and wear multiple hats as needed.
- Practicing transparency and addressing issues directly.
- Taking initiative to meet company goals.
- Learning from mistakes and striving for continuous improvement.
Benefits - What’s in it for you?
- Fully remote work environment.
- Collaborative and supportive team culture.
- An opportunity to work with a company that values personalized client support and improvement in home technology experiences.