Wedding Concierge

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.

Responsibilities

• 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
• Achieve the highest quality possible, with accountability for your own Quality and Productivity KPIs
• Perform additional duties and projects as assigned by management

Requirements

• 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
• Tech-savvy; 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)

Qualifications

• 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
• 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