What are the responsibilities and job description for the Front Office Concierge position at Wise Pelican?

Position : Front Office Concierge

Department : Customer Support

Location : Tempe, AZ (On-Site)

Reports To : Head of Customer Support

Position Overview

Wise Pelican is seeking a highly motivated and customer-focused Front Office Concierge to join our growing team. If you are passionate about providing exceptional customer service, problem-solving, and optimizing the customer journey, this is the perfect role for you. As the first point of contact for our customers, you will be responsible for handling inquiries, providing top-tier support, and ensuring a seamless customer experience.

Key Responsibilities

Customer Support & Engagement – Deliver high-quality customer service via phone, email, and live chat to enhance customer experience, satisfaction, and loyalty .
Lead Qualification & Routing – Assess incoming customer inquiries and effectively route them to sales, account management, or technical support teams to streamline workflows.
Issue Resolution & Troubleshooting – Identify, troubleshoot, and resolve customer concerns efficiently, ensuring first-call resolution (FCR) and minimizing escalations.
CRM & Data Management – Maintain accurate and up-to-date customer records in HubSpot CRM , tracking customer interactions, service tickets, and feedback trends to drive continuous improvements.
Process Optimization & Best Practices – Proactively identify inefficiencies, recommend enhancements, and implement customer service best practices to optimize customer success strategies .

Qualifications & Experience

1-3 years of experience in customer service, call center support, or customer success roles .

Strong verbal and written communication skills with the ability to build rapport and resolve concerns efficiently.

Experience using CRM software (HubSpot preferred), customer support platforms, and ticketing systems .

Ability to multitask, prioritize workloads, and manage time effectively in a fast-paced, high-volume environment.

A problem-solving mindset , proactive approach, and ability to drive customer retention and satisfaction goals .

Why Join Us?

At Wise Pelican, we are dedicated to providing a customer-first culture where our team members thrive.

We offer :

Competitive Compensation – $20 per hour plus performance-based customer satisfaction (CSAT) bonuses .

Career Growth & Development – Clear career advancement pathways into customer success, sales, or account management roles.

Supportive & Collaborative Work Culture – A team-driven environment where your contributions matter, and customer success is our priority .

Comprehensive Training & Tools – Hands-on training, mentorship, and cutting-edge customer engagement technology to drive success.

Wise Pelican Core Values

At Wise Pelican, our core values define our culture and guide our actions :

Customer-Centric Excellence – Always put the customer first and strive for the best experience.

Innovation & Growth – Embrace new ideas and continuously improve.

Accountability & Ownership – Take responsibility and follow through with commitments.

Collaboration & Teamwork – Work together to achieve success.

Integrity & Transparency – Be honest, ethical, and open in all interactions.

Application Process

Are you a customer-centric professional eager to make an impact? If so, we want to hear from you! Apply today by submitting your resume and cover letter , highlighting your experience in customer service, customer engagement, and issue resolution .

Apply Now]

Salary : $20

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What are the responsibilities and job description for the Front Office Concierge position at Wise Pelican?

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