Concierge

We are expanding our existing Concierge Team.

We are a female-founded business that designs and crafts smart watch bands and leather accessories from vintage designer goods. We promote creativity, empowerment, and growth in a beautiful studio environment. We are built on authenticity, sustainability, and integrity, and we work to provide a unique customer experience.

We foster a culture of appreciation, productivity, respect, growth, and reward. We provide a beautiful artisan environment with music, snacks, and employee discounts. We do because we place a high value on the happiness and success of each employee. As a creative company, we thrive and grow by constantly evolving to meet the changing trends in our industry. This translates to continuous shifts and improvements in our practices and methods throughout all phases of our business, requiring our staff to remain open-minded and eager to embrace change as we evolve.

We give back to our community, practice product sustainability, and provide a white-glove experience for our customers while working on location in our studio in San Luis Obispo, CA.

Responsibilities:

• Engage with customers through email, or other avenues and answer questions, supporting their order process, and ensuring their satisfaction. This is not a sales role. 
• Act as liaison between customers and production dept., locating delayed orders, and solving problems that may be causing production delays. Track and report progress on each order.
• Locate email questions coming in through the website or customer platforms. Log each customer and their questions, along with your reply as well as follow up to ensure customer satisfaction.
• Manage and resolve return orders. Define the customer’s need and work through the specifics of a product return and refund, a replacement, or refurbishment and document and communicate all aspects of the process with the customer, ensuring their absolute satisfaction. 
• Adhere to all company guidelines with respect to discounts, repairs, replacements, or gifts to customers. All discounts, gifts, or discretionary financial adjustments must be approved in advance by the Concierge Manager. 
• Oversee the UpCycle My Bag program, accepting and tracking incoming bags for the upcycling process. Document the receipt of bags, authenticate, and place bags into inventory, following each step of the process from accepting the product to issuing a gift card to the customer and ensuring they receive it. 
• Document everything that is discussed with the customer in their account, allowing you to refer to these notes going forward, delivering an optimal personalized customer experience.  

Qualifications: 

• You love organization. You can multitask like a pro and keep it all documented. 
• You can find things that other people can’t find, and you love solving problems. 
• Customers like you and remember you. 
• You enjoy talking to clients, and you understand the boundaries between solving customer problems, and socializing. Although customer rapport is vital, you keep boundaries and gracefully end conversations after the problem is addressed. 
• You have 3+ years of successful experience in Customer Service, or as a Concierge
• You have natural problem solving skills and you love finding answers for people. You enjoy finding answers independently, and you seek direction when needed
• Firm adherence to policy, knowing when to request an exception
• Articulate communicator. Your verbal and written communication style is clear and concise. You have well written, polite, and friendly email writing skills. . 
• You are a patient listener 
• Efficient time manager. You use your time wisely and get things done. 
• You learn quickly and adjust to change without resistance. 
• You love to collaborate with your peers in a fun and positive work culture.
• You adhere to our safety policies at all times without exception. 

Other Responsibilities 

Support all company objectives. Embrace opportunities to collaborate, assist, and learn new skills in other departments with a smile. See and understand the big picture, and resist siloed thinking. Contribute where contribution is needed, regardless of your job description.

All staff members will be asked to participate in the production phase of creating and shipping our products during peak seasons. Between Thanksgiving and our shipping deadline in mid-December, no vacation time will be granted and all staff members will be asked to accept overtime requests. Please be prepared to accept overtime during these and other times of high demand for our spectacular products, and join your teammates as we appreciate working together through another wonderful season of Spark*l.

Job Specifics

• $19 an hour 
• Full-Time position in our Headquarters in San Luis Obispo, CA (onsite position) 
• Eligible for holiday and sick pay from the first day of employment. 
• Your position is also eligible for 10 days of paid vacation after 1 years of employment.
• You are also eligible to participate in our Benefits plan which includes Medical, Dental, Vision, and Life insurance, after a brief waiting period. 

We are committed to a work environment that supports, inspires, and respects all individuals. We believe in personnel processes that are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, or military service status, or other protected characteristic, making us an equal opportunity employer beyond what is required by law. We do this because it’s the right thing to do. It’s just who we are.  
All staff members will be asked to participate in the production phase of creating and shipping our products during peak seasons. Between Thanksgiving and our shipping deadline in mid-December, no vacation time will be granted and all staff members will be asked to accept overtime requests. Please be prepared to accept overtime during these and other times of high demand for our spectacular products, and join your teammates as we appreciate working together through another wonderful season of Spark*l.