Wedding Concierge

Summary

Join Minted's team as a Wedding Concierge, providing virtual consultations to wedding customers. You will guide customers through Minted's product offerings, upsell and cross-sell, and provide exceptional customer service. This role requires strong communication and relationship-building skills, experience with CRM software, and the ability to work a flexible schedule including weekends. You'll be a dedicated customer advocate and brand ambassador, ensuring a positive Minted experience for each customer. The position offers competitive hourly pay and a comprehensive benefits package. Success in this role involves achieving quality and productivity KPIs while actively contributing to revenue growth.

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, and speaking with customers “live” such as over phone and video
• 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
• Strong sales orientation and love for supporting the customer
• Design orientation and a love of weddings and wedding planning
• A calm, professional working environment conducive to a high-touch wedding consultation
• Excellent written and verbal communication skills
• High attention to detail, are organized, and able to follow through
• 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

Responsibilities

• Serve as dedicated customer advocate and brand ambassador, influencing the prospective customer’s perception of Minted
• Host wedding consultations with customers over video chat, orienting with their wedding vision and providing onsite tutorials and live side-by-side shopping support
• Upsell and cross-sell during all consultations in order to help the customer find the best possible stationery for their Wedding
• Answer questions about Minted’s full suite of products and services, customization, assistance with how to place orders and how to access a Designer
• Liaise with other departments such as Customer Service, Print Quality, and Design Operations when the customer needs additional support or services
• Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
• Use support tools & training including our knowledge base to respond to inquiries and ensure our customer’s satisfaction and a high quality concierge experience
• Identify opportunities for improving the customer experience and share those with leadership
• Actively support revenue growth by leveraging soft sales strategies and tactics, while closely aligning to the Minted brand and ensuring that customers feel comfortable throughout the process
• Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs

Preferred Qualifications

Experience with Salesforce or other CRM software a plus

Benefits

• Medical, Dental, and Vision Benefits
• Employer Funded Health Savings Account
• 10 Paid Holidays
• Paid Time Off and Sick Leave
• Paid Parental Leave
• Employer Paid Wellbeing Apps (e.g. Headspace and Calm)
• Monthly Gym/Wellness Reimbursement
• 401(k) retirement savings plan
• Employer Funded Commuter Benefits
• Employee Discount
• Friends and Family Discount