What are the responsibilities and job description for the Online Concierge (Online Customer Service) position at Your Reformer?
At YourReformer, we're on a mission to make Pilates more accessible, and our ever-growing suite of digital products is core to achieving this. Join our dynamic team as a Product Owner and you'll play a pivotal role in shaping the future of these experiences. This is a unique chance to establish product management functions from the ground up, and make an impact in a rapidly growing business.
Casual- Online Concierge – Weekend Role (Saturdays & Sundays- during the day & Mondays evening shift)
Completely remote casual role from New York with likelihood of supporting on the ground with potential Showroom in future where the role would turn into hybrid. We are looking for a candidate who has availability to work Saturdays, Sunday & Mondays.
We are looking for a motivated and customer-focused Online Concierge to join our team. In this part-time role, you will assist with both pre- and post-sale enquiries, ensuring every customer receives outstanding service. This position is perfect for someone who enjoys a combination of in-person and remote work and has a passion for health, wellness, and sales. You’ll report directly to the Team Leader and play a vital part in creating a seamless customer experience.
Key Responsibilities:
- Welcome and assist customers in our upcoming NYC showroom on Saturdays, including leading tours and answering in-person enquiries.
- Respond promptly to digital enquiries via email, live chat (Zendesk), and social media platforms such as Instagram and Facebook Messenger.
- Use a professional and brand-aligned tone in all communications.
- Stay informed about our products, pricing, and Pilates knowledge to provide accurate and effective customer support.
- Maintain accurate data in spreadsheets and systems, ensuring all customer information is up-to-date.
- Follow up on sales leads, including abandoned carts, and update the prospecting system with relevant details.
- Support subscription management, including ensuring customer data integrity in platforms like Klaviyo.
- Handle Tier 1 customer support enquiries efficiently and escalate more complex issues when necessary.
- Collaborate with the team by recognizing opportunities and directing enquiries to the appropriate team member.
- Provide end-of-day handovers to ensure smooth transitions between shifts.
What We’re Looking For:
- Customer service, call centre, or retail sales experience.
- Experience in gym or Pilates studio reception/sales is advantageous.
- Strong skills in Microsoft Office, particularly Word and Excel.
- Excellent verbal and written communication skills.
- Ability to multitask effectively in a fast-paced environment.
- Passion for health, wellness, and sales.
- Reformer Pilates experience is a plus but not required.
- Highly organized, energetic, and enthusiastic.
Why Join Us?
This role offers flexibility with remote work to begin with over Saturday, Sunday & Mondays. We are looking for someone who is keen to grow and have possibility to work on the ground in a future showroom to engage with customers in person! If you’re a proactive team player who loves delivering exceptional service, we’d love to hear from you!
Job Type: Contract
Pay: $30.00 - $35.00 per hour
Expected hours: 10 – 20 per week
Schedule:
- Day shift
- Evening shift
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Work Location: Hybrid remote in New York, NY 10007
Salary : $30 - $35