GreenCourt Legal Technologies Hiring for Customer Concierge at Remote Full Time

Accelerate your career, have fun, and change an industry as a Customer Concierge at GreenCourt!

Monday-Friday, 8 AM PT – 5 PM PT (11 AM ET – 8 PM ET)

We’re looking for a natural problem solver – someone who looks forward to helping customers every day and building mutually beneficial relationships along the way.

The #1 responsibility of a Customer Concierge is to support customers of GreenCourt’s GovLink product. GovLink is a software-as-a-service product that makes document management, workflow, and communication not just easy, but kind of fun, for all sorts of government agencies. The folks who use GovLink are doing the always important and often challenging work in areas such as child support, insurance, and utility regulation.

GovLink customers need support when they begin using the product (training) and also throughout their relationship with GovLink, especially as their agency’s processes change and as GovLink evolves to offer new and improved features. Customers can reach us via online chat, email, and telephone. As GreenCourt expands nationwide, we are specifically looking for someone to cover the West Coast workday (8 AM PT/11 AM ET through 5 PM PT/8 PM ET, Monday through Friday).

A pro who fits this role will bring a combination of a sharp analytical mind and a compassionate heart. Success depends as much on caring for the person as on diagnosing the problem. Even though GovLink is a beautifully designed and earthquake-proof system, sometimes our customers need a little help making sense of what they see (or don’t see) on the screen. If rapid-fire questions fluster you or if you find breadcrumb trails hard to follow, this is probably not the opportunity for you.

If instead you are excited at the prospect of guiding a customer from stress to success, then please keep reading.

In the pursuit of supporting every customer thoroughly and without exception, a Customer Concierge will often work with peers who are experts in customer processes and technical operations. Expect to collaborate in real-time through Teams/Zoom/Slack Huddles and asynchronously via Slack channels and Jira tickets. You don’t have to know everything, but you do have to want to know everything!

A full-team approach is part of GreenCourt’s culture. An example of this is including a Customer Concierge very early in the customer onboarding process. No two customers are alike and we make a point to start learning about each customer as early and enthusiastically as possible.

Within 90 days of joining our team, a successful week will look something like this:

• 80% of your time invested directly in fielding and resolving customer requests
• 10% of your time invested in discovering how our new customers think and work
• 10% of your time creating and refreshing documentation, videos, and support websites

The answer to each of the following questions is YES:

• Is making the customer feel great just as important as providing a detailed answer?
• Will catching chats, calls, and emails be the primary responsibility?
• Might each week include joining the team in a discovery session with a customer?
• Does this mean a mix of quick-to-answer questions and tricky-to-solve puzzles?
• Are we also talking about a lot of interaction with teammates?
• Is the team’s mission to help every customer perform at a higher level?
• Is this role critical to the team’s mission?
• Is the Taylor Swift concert going to be awesome?
• Does this role also include proactive work like creating support docs, web articles, and videos?
• Are we pretty darn sure the number of customers will double within the next 12 months?
• Can I work from literally anywhere with a super-reliable internet connection?

The answer to each of the following questions is NO:

• Is someone going to give me a step-by-step playbook to follow for everything I do?
• Can I expect everything to stay exactly the same for 6 or even 12 months at a time?
• Am I a good fit for this role if I leave the details to other people?
• I don’t make an effort to learn more than the minimum required. Cool?

In this role, you can expect to encounter these things in a regular day:

• A team that knows WHY you’re doing what you’re doing
• A whole lot of figuring out the HOW on your own
• New people and prospective customers
• Terms, acronyms, and concepts related to child support and other types of government agencies
• Requests for help that don’t include all the information you need to be helpful
• Questions that deserve more than a “yes” or “no” answer
• Teammates who need your analytic brain, streetwise gut, and patient heart
• Pro-level Slack giphy jams, movie references, and music lyric quotations

Job Type: Full-time

Pay: $60,000.00 – $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• No weekends

Application Question(s):

• You receive a phone call, a chat request, and an email message — each from a customer and all at the same time. How do you decide what to do first?
• Considering all the things you do within the context of your current job, what would you choose to never have to do again? Why?
• Please write instructions for making a peanut butter and jelly sandwich.
• Please share a gif that best describes your personality.

Experience:

• Customer service: 1 year (Preferred)

Work Location: Remote