The Role:
The Minted Holiday Concierge will join our team to provide virtual consultations for our customers, helping them navigate their holiday shopping with ease and creating a lasting positive relationship with our brand. You'll give customers a personalized tour and curated shopping experience of Minted products and services. In this seasonal role, your focus will be on building genuine connections, using your design and product knowledge to help customers find exactly what they need, and ensure a seamless holiday experience.
Reporting to the Associate Manager, Celebrations Concierge, you will be an empathetic and passionate team member whose main objective is to offer the best possible customer experience while helping drive seasonal success. Our operation is open 7 days per week; candidates must be available to work weekends and evenings. The hours & schedule for the role are variable based on holiday demand.
You will:
Host 30-minute live, on-camera consultations to help customers personalize their holiday stationery designs
Actively support revenue growth by leveraging soft sales strategies and tactics, ensuring customers feel comfortable throughout the process.
Upsell and cross-sell during all consultations in order to help the customer find the best possible stationery and/or decor
Serve as dedicated customer advocate and brand ambassador, influencing the premium, positive perception of Minted
Answer questions about Minted’s full suite of products and services, customization, and assistance with how to place orders
Collaborate with cross-functional teams when additional support is needed
Document customer interactions thoroughly and accurately in our CRM
Use tools & training to respond to inquiries and ensure our customers’ satisfaction
Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs
Perform additional duties and projects as assigned by management
You are:
Able to confidently, positively, and efficiently guide the customer through Minted’s product and service offerings, and prioritize multiple tasks in a fast-paced, high-volume environment
Personable and engaging, building relationships with customers, including cross-selling and up-selling
Able to take direction and quickly learn new procedures, processes, and products
Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
Technologically adept; familiarity and experience with eCommerce a plus
Able to reliably meet a required flexible/variable hour work schedule including weekends (at least one weekend day is required) based on business needs and adhere to company attendance policy
You have:
Strong sales orientation and love for supporting the customer
A calm, professional working environment conducive to a high-touch consultation
Excellent written and verbal communication skills
High attention to detail, are organized, and able to follow through
Experience with Salesforce or other CRM software a plus
The ability to appropriately represent the Minted brand on screen with customers
A Bachelor’s degree or equivalent work experience
2+ years of experience working with customers (preferably at a premium brand)
Sales, concierge, or account management experience required
