Concierge Customer Service Agent

Aroma360 is a boutique Scent Marketing and Branding company that specializes in providing the highest-quality essential oil-based scenting solutions to businesses and individuals all around the world. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation while priding themselves on exceptional customer service every step of the way. Aroma360 is continuously raising the bar for healthy scenting solutions in the industry!

We're looking for a Concierge Agent to join our team!

Concierge Agents deliver exceptional, personalized service to the company’s most valued customers. They anticipate needs, address complex requests, and build long-term relationships to ensure satisfaction. They guide customers post-sale, provide expert advice, and proactively resolve issues. Skilled in handling delicate situations, they prevent order cancellations and maintain loyalty.

Key responsibilities:

· Building strong relationships with our customers by providing exceptional customer service that exceeds their expectations.

· Listening attentively to customer needs and addressing their concerns in a timely and professional manner.

· Retaining customers and de-escalating any issues that may arise, ensuring that they have a positive experience with our company.

· Managing finance contracts with precision and accuracy, ensuring all paperwork is completed correctly and submitted on time.

· Identifying opportunities to offer additional products and services that may benefit our customers, ultimately leading to increased customer satisfaction.

· Tracking orders and investigating shipping delays for customers waiting on products

· Performing data entry duties associated with client billing, product shipments, subscriptions, devices, exchanges, and returns

· Case management and resolve cases initiated by clients, ensuring that each issue is thoroughly addressed and resolved in a timely and effective manner.

Key Qualifications:

· Experience: Proven experience in customer service, client retention, sales, and/or client-facing roles, ideally in a high-end or luxury environment.

· Communication Skills: Excellent verbal and written communication skills, with the ability to handle sensitive conversations with diplomacy.

· Problem-solving: Strong critical thinking skills and the ability to address customer issues effectively.

· Attention to Detail: High level of attention to detail, ensuring all customer inquiries are handled with precision and care.

· Relationship Building: Ability to establish and maintain long-term relationships with high-value clients.

· Adaptability: Ability to manage multiple tasks simultaneously and adapt to changing customer needs in a fast-paced environment.

Must-Have Skills:

· Knowledge of CRM systems, preferably Salesforce.

· Strong negotiation skills, especially in high-stakes or delicate situations.

· Contact Center ( Omni channel ) Experience

· Proficiency with Microsoft Suite

· Proficiency with Collaboration Tools and platforms such as Microsoft Teams and Slack

Schedule and compensation:

· M-F 9am-6pm in Miami (Wynwood)

· $24/hr + bonus incentives based on performance

Joining our team comes with a range of exciting benefits to support your health, well-being, and professional growth, including:

• Health coverage, including dental and vision insurance
• Life insurance
• PTO
• 401K
• Employee discount on our products and services.
• Fun and exciting company events.

Our organization is an equal opportunity employer and does not discriminate against any candidate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other legally protected characteristics. We are committed to promoting diversity, equity, and inclusion in our workplace and welcome candidates from all backgrounds to apply for any open positions.