The Customer Care Concierge plays a key role in supporting insureds placed in temporary housing through Alacrity Solutions. This position involves close collaboration with insureds, adjusters, furniture vendors, and landlords to ensure a comfortable and seamless experience. Starting three days after move-in, the Concierge assists insureds throughout their stay until they’re ready to return home following completed repairs. The role also includes maintaining and implementing standard policies and procedures. This is a remote-based position.
Essential functions
- Build and maintain positive relationships with customers and our vendors alike.
- Work closely with internal teams to ensure every customer receives an experience that goes above and beyond.
- Return emails and voicemails promptly.
- Timely and accurate data entry.
- Check other various items to ensure data entry is correct.
- Maintain quality control and handle Customer Care Issues.
- Respond and follow up on any issues.
- Meet all client Service Level Agreement metrics.
- Daily file auditing.
- Problem solving.
- Assisting with the team members’ job duties when they are unavailable.
- Job has no responsibility for the supervision of others.
- Perform other projects and tasks as required
Competencies
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- A strong customer care and industry background is preferred.
- Excellent communication and social skills.
- Empathy and a desire to help someone in need.
- Experience prioritizing different tasks at a high level.
- Flexibility with hours.
- Ability to maintain positivity in stressful situations.
- Organized and detail-oriented.
- Patience and persistence.
- Eager to learn and coachable.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Remote employees are expected to be available and communicative during scheduled work hours.
Physical & Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged requirement to sit whilst completing computer and desk-based tasks.
- Must be available during the core hours of 7:00AM to 7:00PM CST. During any THD designated catastrophe you may be required to work additional hours including evenings and weekends.
- They must have attention to detail and critical thinking skills.
Travel required
- Must be able to travel for required training and team building which may include overnight stays in a hotel.
Required education and experience
- 2 years of administrative experience
- Excellent written and oral communication skills
Affirmative Action/EEO statement
Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
