Concierge Specialist

Why U.S. LawShield? 

• 15 days of PTO per calendar year, with additional time accruing with tenure 

• 12 paid holidays 

• Medical, dental, vision and additional supplemental coverage options 

• Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program 

• 401k 

• U.S. LawShield membership included with employment 

Job Summary 

The Concierge Care Specialist is responsible for onboarding and building a corporate relationship with new retailers/instructors through exceptional service and individualized attention to detail.   This role ensures that retailer and instructor partners are provided with all the service, collateral, and programs needed to generate revenue for U.S. LawShield and their own business.  The Concierge Care Specialist is dedicated to ensuring a successful partnership between the retailer/instructor and U.S. LawShield. 

Responsibilities and Duties 

• Contact all new retailers and instructors and assist with onboarding tasks such as welcome calls and email communications 

• Build meaningful B2B relationships with company partners to ensure company growth 

• Identify and rectify issues with instructors/retailers 

• Assist with event planning, scheduling, and execution 

• Identify daily tasks which are completed, overdue and rescheduled 

• Generate data reports on daily and periodic basis for U.S. LawShield management or employees 

• Understand U.S. LawShield products and services 

• Keep detailed and organized records of retailer/instructor activities in Salesforce 

• Continuously look to integrate process improvements and report to leadership ways to improve efficiency and effectiveness 

• Verify and track activities with updates to better understand the individual and unique needs that each retailer/instructor requires 

• Maintain retailer/instructor accounts and collaborate with field sales team or other corporate   departments if issues arise 

• Enroll Retailers/Instructors in partner programs 

• Contact partner prospects and establish new relationships via signed agreements 

• Perform other related duties as assigned 

Qualifications and Skills 

• Excellent computer skills and proficiency in MS Word and MS Excel 

• Excellent communication skills 

• Strong ability to work cross-functionally with other departments and teams including Sales and Events 

• Ability to track progress of multiple projects at one time and ensure tasks are completed by multiple departments 

• Strong attention to detail 

• Must be willing to obtain a property & casualty insurance license in your home state within 90 days of employment 

• 2 years+ of customer service experience required 

• 1 year+ of contact center experience preferred 

• Experience identifying customer needs and making service or product recommendations  

• Excellent organization and time management skills 

• Excellent communication skills, including active listening 

• The ability to quickly learn and adapt to new software 

• Service-oriented mentality with the ability to quickly establish rapport 

• A high school diploma, associate degree, or some college preferred