[Hiring] Trial Experience Concierge @HighLevel

Role Description

You are looking for an opportunity to bring your customer-centric approach and thinking to an impactful role that allows you to perform various administrative and support tasks, including:

• Answering customer emails, chats, and text messages
• Scheduling customer meetings
• Greeting customers and managing our video conferencing community room/lobby
• Tracking and maintaining customer entry logs and call queues

You will be a client-facing facilitator for our team for the intake of customers while following our culture and performance standards. You are comfortable assisting team members in a high-performance, high-accountability environment, leveraging your excellent communication skills and working knowledge of time management, organization, and administrative skills to support our customers and teams.

To be successful in this role, you will be confident, efficient, energetic, positive, and optimistic while navigating a high-demand “virtual” room of customers and team members. You are the first impression for our customers to welcome, engage, and field customer questions and inquiries directly to our representatives.

Strong collaboration, time-management, and prioritization skills are critical to the success of this role. At HighLevel, we require our team members to be on camera for all customer, peer, and supervisor interactions.

Qualifications

• Graduation required
• Prior experience as a receptionist, scheduler, administrative/clerical assistant, or relevant role preferred
• Knowledge of online calendars and scheduling (i.e. Google Calendar) preferred
• Experience answering high call volume calls and solving customer needs preferred
• Excellent phone, email, and instant messaging communication skills
• Organization skills to keep accurate records and find important information quickly
• Time management skills to prioritize and complete a variety of tasks throughout the day in a fast-paced environment
• Patience and listening skills to respond appropriately and interact positively with customers
• Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive
• Emotional intelligence with the ability to adjust your communication style based on the nature of the call
• The ability to build lasting first impressions and relationships with customers
• Ability to work from home and “camera ready,” which requires a quiet workspace with little to no distractions
• Reliable high-speed internet/wifi connection at home with little to no interruptions
• Availability to work a flexible schedule which may include mornings, nights, weekends, and holidays
• Knowledge of HighLevel products and services preferred
• Intermediate MAC computer skills including use of multiple monitors and applications
• Basic knowledge of the following applications preferred: Google Suite, Zoom, Slack, Excel, Spreadsheets, MAC, etc.

Requirements

• Duties to include: greeting customers, updating the call queue, managing lobby, responding to SMS and email; in addition to building templated customer accounts information when needed
• Answers video calls, chats, and emails and will schedule appointments with team members
• Organizes workflow and appointments by reading and routing correspondence, collecting customer information, and managing assignments to keep the team accountable via CRM
• Create best practices on waiting room etiquette and maintaining a great zoom room environment
• Enter data into spreadsheets or update office calendars
• Answer and route customer phone calls and oversee transfers
• Assist and send reviews for customers to complete and score/rate their customer experience
• Monitor and log all systems and customer data to ensure they are up and running properly and timely service is provided
• Assist and prioritize at-risk and urgent customer needs in a quick fashion
• Responsible for pipeline organizing and creating task reminders for the team
• Increase your product knowledge and skills by participating in department meetings and trainings. Other duties may be assigned and/or modified as business needs change

Company Description

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs, and SMBs the infrastructure to build, automate, and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.

To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation, and intelligence into one system, we help businesses move faster, reduce complexity, and execute efficiently.

With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity, and execution, creating space for ambitious people to build systems that support millions of businesses worldwide.

Every month, HighLevel enables more than 1.5 billion messages, 200 million leads, and 20 million conversations for the more than 1 million businesses we support.