The Role:
The Minted Wedding Concierge will join our team to provide virtual sales consultations for our wedding customers in an effort to increase revenue. You'll give customers a personalized tour and shopping experience of Minted products and services, with a focus on building relationships, upselling, and using your knowledge of Minted's products to create the best possible experience. Specialists will use their strong relationship-building skills, knowledge of Minted’s products, and upselling skills to build the best possible customer experience while focusing on sales.
Reporting to the Manager, Wedding Concierge Program, you will be an empathetic and passionate team member whose main objective is to offer the best possible customer experience while generating revenue. Our operation is open 7 days per week, and candidates must be available to work weekends and evenings. The hours & schedule for the role are variable.
You will:
Host 30-minute consultations to help customers personalize their design choices and generate revenue
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 prospective customer’s 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 support tools & training, including our knowledge base to respond to inquiries and ensure our customers’ satisfaction and a high-quality experience
Identify opportunities for improving the customer experience and share those with leadership
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, 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
