Concierge Representative

Created on 23-05-2019

Location Phoenix

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Description

About Houzz

Houzz is the leading home renovation and design platform in the world. We have a highly engaged community of over 40 million unique monthly users who leverage our technologies to find inspiration for their next project, connect with over 2.3 million home design professionals and discover products in the Houzz Shop.

About the Role

As the Concierge Representative, you’ll play an essential role in driving quality connections between homeowners who have submitted project inquiries with professionals on Houzz. You’ll act as a “front desk extension” for professionals’ businesses, vetting inbound leads and connecting homeowners with professionals in real-time, over the phone.

What You'll Do

Contact homeowner using multiple forms of outreach (including but not limited to: chat, SMS, email, and phone) after an inquiry has been submitted to verify project details.

Thoroughly qualify lead by asking homeowner thoughtful, open-ended questions about their project needs, scope of work, and project timeline, and level of seriousness.

Facilitate the connection between the homeowner and professional, over the phone, in real-time.

Provide detailed notes in the Concierge Administrative Tool after every phone interaction to provide additional project details to professionals.

Onboard professionals to the Concierge Program by asking a series of questions related to their qualifications/experience, project goals and work they are looking to take on.

Participate in brainstorming sessions with engineering team to discuss ideas to improve the Concierge experience as a whole and drive more successful connections.

Foster Pro+ Program value and advance a positive program experience.

Provide superior customer service, contribute to a positive work environment, and embody the Houzz culture.

Ad Hoc responsibilities as required.

At a Minimum, We'd Like You to Have

Excellent written and verbal communication skills

Strong active listening skills. and attentiveness.

Tech-Savvy ability - you are able to conduct phone calls and take detailed notes while working out of multiple internal systems simultaneously

Strong organizational skills- you are able to work efficiently through a high volume of requests in a fast-paced environment

Passion about going above and beyond to deliver excellent service to Houzz users and advertisers

A team oriented mindset

A positive, can-do attitude

Ideally, You'll Also Have