Concierge Customer Service Agent

About the role

Aroma360 is a boutique Scent Marketing and Branding company specializing in high-quality, essential oil-based scenting solutions for businesses and individuals worldwide. As the only full-service scent company, Aroma360 guides clients from concept and development to strategic implementation, emphasizing exceptional customer service. We are seeking a Concierge Agent to deliver personalized service to our most valued customers, anticipate needs, address complex requests, and build long-term relationships.

Responsibilities

• Build strong relationships with customers by providing exceptional service that exceeds expectations.
• Listen attentively to customer needs and address concerns in a timely, professional manner.
• Retain customers and de-escalate issues to ensure a positive experience.
• Manage finance contracts with precision, ensuring accurate and timely completion of paperwork.
• Identify opportunities to offer additional products and services that benefit customers.
• Track orders and investigate shipping delays for customers awaiting products.
• Perform data entry duties related to client billing, product shipments, subscriptions, devices, exchanges, and returns.
• Manage and resolve client-initiated cases, ensuring thorough and timely resolution.

Requirements

• Proven experience in customer service, client retention, sales, or client-facing roles, ideally in a high-end or luxury environment.
• Excellent verbal and written communication skills, with the ability to handle sensitive conversations diplomatically.
• Strong critical thinking and problem-solving skills to address customer issues effectively.
• High attention to detail, ensuring precision in handling customer inquiries.
• Ability to establish and maintain long-term relationships with high-value clients.
• Adaptability to manage multiple tasks and changing customer needs in a fast-paced environment.

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, Microsoft Teams, and Slack.

Benefits

• Health coverage, including dental and vision insurance.
• Life insurance.
• Paid time off (PTO).
• 401K retirement plan.
• Employee discount on products and services.
• Fun and exciting company events.

Pay

$24/hour + bonus incentives based on performance.

Schedule

Monday–Friday, 9:00 AM–6:00 PM (Boca Raton, Mizner location).