Oct 10, 2021
Do you love weddings and wedding planning, building relationships, and providing exceptional service? Do you thrive in a fast-paced, lively atmosphere? If so, read on!
Minted is a design marketplace, sourcing exceptionally creative content from independent artists around the globe and selling the best designs to the world in the form of art, home decor, and stationery. At Minted, we help couples plan the wedding of their dreams, sourcing the best of design for everything from save the dates to invitations to day-of essentials.
Minted is seeking a Wedding Concierge to join our team to provide virtual consultations for our wedding customers. As a Wedding Concierge, you’ll provide wedding customers with a personalized tour and shopping experience of Minted products and services, as well as provide a point of contact throughout their Minted experience. Wedding Concierges will use their strong relationship building skills to support the customer experience while working directly with customers over video chat. Reporting to the Manager, Customer Experience and Programs, Concierges have excellent written and verbal communication skills and are savvy in working with a variety of systems and technology. Minted Concierges are exceptionally patient, empathetic, and passionate team members whose #1 objective is to offer the best experience possible for any customer.
Our operation is open 7 days per week, and candidates must be available to work weekends and evenings. The hours & schedule for the role are variable.
o Serve as dedicated customer advocate and brand ambassador, influencing the prospective customer’s perception of Minted
o Host 30-minute wedding consultations with customers over video chat, orienting with their wedding vision and providing onsite tutorials and live side-by-side shopping support
o Answer questions about Minted’s full suite of products and services, customization, assistance with how to place orders and how to access a Designer
o Liaise with other departments such as Customer Service, Print Quality, and Design Operations when the customer needs additional support or services
o Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
o Use support tools & training including our knowledge base to respond to inquiries and ensure our customer’s satisfaction and a high quality concierge experience
o Identify opportunities for improving the customer experience and share those with leadership
o Actively support revenue growth by leveraging soft sales strategies and tactics, while closely aligning to the Minted brand and ensuring that customers feel comfortable throughout the process
o Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs
You Are:
o Able to confidently, positively, and efficiently guide the customer through Minted’s product and service offerings, and prioritize multiple tasks in a fast-paced, high volume environment
o Personable and engaging, building relationships with customers, including cross-selling and up-selling, and speaking with customers “live” such as over phone and video
o Able to take direction and quickly learn new procedures, processes, and products
o Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
o Technologically adept; familiarity and experience with eCommerce a plus
o Able to reliably meet a required flexible/variable hour work schedule including weekends (at least one weekend day is required) based on business needs and adhere to company attendance policy
o Strong sales orientation and love for supporting the customer
o Design orientation and a love of weddings and wedding planning
o A calm, professional working environment conducive to a high-touch wedding consultation
o Excellent written and verbal communication skills
o High attention to detail, are organized, and able to follow through
o Experience with Salesforce or other CRM software a plus
o The ability to appropriately represent the Minted brand on screen with customers
o A Bachelor’s degree or equivalent work experience
o 2+ years of experience working with customers (preferably at a premium brand)
o Sales, concierge, or account management experience required
Minted is a design platform bringing the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 75 million homes worldwide.
Minted uses technology to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.
Minted is headquartered in San Francisco, CA and currently employs 350+ full-time employees plus additional temporary workers during the holiday season. The company has raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners. Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.