Concierge Agent

Skills

About the Role

You'll be the dedicated point of contact for new and existing customers, providing personalized support and ensuring a seamless experience. You'll educate customers on tastytrade's suite of account types, funding, and product offerings, guiding them to a world-class experience. You'll deliver exceptional customer service, build rapport and trust, proactively identify needs and recommend solutions, and handle complex account opening, funding, and access inquiries with a white-glove approach. You'll act as a product and service expert, use a consultative approach to guide clients, maintain strong relationships with internal departments, document interactions thoroughly, and contribute to a positive, collaborative team environment.

Requirements

• Comfortable commuting to the office 5 days/week
• Minimum 1-2 years of experience in a customer service call center environment
• Proven track record of exceeding customer service goals in a high-pressure environment
• Some knowledge and/or strong interest in financial markets and derivatives trading products
• Exceptional communication and interpersonal skills, with a focus on active listening and building rapport
• Strong problem-solving and critical thinking abilities
• Ability to work effectively under pressure and manage multiple tasks simultaneously
• Passion for exceeding expectations and delivering white-glove service
• Proficiency in Salesforce Service Cloud, Slack, and Microsoft Office Suite preferred
• A positive and enthusiastic attitude

Responsibilities

• Deliver exceptional customer service, prioritizing client needs and exceeding expectations
• Build rapport and establish trust with new and existing customers
• Proactively identify customer needs and recommend solutions
• Handle complex account opening, funding, and account access inquiries and troubleshoot issues with a white-glove approach
• Act as a product and service expert, possessing in-depth knowledge of offerings
• Utilize a consultative approach to guide clients through the customer journey
• Develop and maintain strong relationships with internal departments to ensure seamless resolution
• Document interactions thoroughly and accurately
• Actively seek feedback and strive for continuous improvement in the customer experience
• Contribute to a positive and collaborative team environment

Benefits

• Performance Bonuses
• Stock Purchase Options
• 401k Plan
• Medical/Dental/Vision Benefits
• Continued Education Support
• 20 Paid Vacation Days (plus an additional paid vacation day the month of your birthday!)
• 10 Paid Sick Days
• Gym Membership Reimbursement
• Commuter Benefits
• Pet Insurance
• Wellness & Mental Health Programs
• Charitable Donation Matching
• Two Paid Volunteer Days Off
• Daily catered lunch when in the office
• Full kitchen with snacks and beverages
• In-building gym
• Shuttle to/from Metra