Customer Service Concierge Agent

Job Description

Job Description

Benefits

• Career growth: we’re a fast-growing organization and we promote from within; this role is a launchpad, not a landing spot
• Performance bonus opportunities up to $700 during peak season
• Medical, dental, vision, HSA, and short-term disability, 30-day waiting period
• 401K with employer match, 6-month waiting period (must be 21+)
• 80 hours PTO annually, accrued bi-weekly
• Paid parental leave (maternity and paternity) after 1 year of employment
• Performance, attendance, anniversary, and birthday perks
• Unlimited fresh coffee and fruit all day

About this Role

At Legacybox, we don’t hire customer service reps. We hire brand ambassadors who happen to be great at customer service.

Legacybox exists to honor the trust families place in us by reclaiming their most meaningful moments from aging media so they can be watched, shared, and preserved forever. Every email you write, every call you take, every chat you handle is a moment where a family has put their irreplaceable memories in our hands. We take that seriously, and so do you.

You are empathetic, calm under pressure, a natural problem solver, and you write with warmth and precision. You are as comfortable de-escalating a frustrated customer as you are spotting a process gap and flagging it for the team. You want to do more than answer tickets; you want to help build something.

What You’ll Do

• Own customer interactions across phone, email, and live chat; phone is our most important channel and the one where our brand shows up most personally; every interaction, regardless of channel, should be warm, complete, and on-brand
• Read the room: calibrate tone and urgency to the customer’s emotional state, not a script
• Resolve issues on the spot; when escalation is needed, submit Tier 2 requests that are detailed, accurate, and actionable
• Master our order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficiently
• Maintain deep product knowledge across Legacybox to give confident, accurate answers to any customer
• Identify recurring friction points and surface them proactively. We want root fixes, not repeat tickets
• Represent the brand with every word you write: you are not a support agent, you are a concierge
• Contribute to a culture of improvement: share ideas, flag gaps, and help us raise the bar

What We’re Looking For

Required:

• Exceptional written communication skills: clear, warm, and professional; free of jargon, reflexive openers, and filler language
• Exceptional verbal communication skills and phone etiquette — confident, composed, and human on the phone; you know how to listen, how to de-escalate, and how to leave someone feeling taken care of
• Fast, accurate typing; you can keep up with live chat and high-volume email without sacrificing quality
• Sound judgment: you know when to act, when to escalate, and how to handle ambiguity without a playbook
• Creative problem solving — you find the yes before you reach for the no
• Proficiency with web-based tools and productivity software; comfortable learning new platforms quickly
• Working knowledge of Google Suite (Docs, Sheets, Gmail, Drive)
• Experience with or ability to quickly master: Gorgias (or similar CRM), Aircall, Slack
• 1+ years of customer-facing work experience, or an Associate’s degree
• 18+ years old
• Must pass drug test and state, federal, and criminal background check

A strong plus:

• Hotel, hospitality, or concierge experience — you already know what “going above and beyond” actually looks like
• Sales experience and acumen — you understand how to listen for needs, build trust, and guide a customer toward the right decision without pressure
• Mac computer proficiency

What Success and Growth Look Like

This is a performance-driven role. We measure what matters and we invest in people who consistently hit the bar. You’ll be expected to maintain strong results across three dimensions:

• Tickets per hour (TPH) — you manage your time well and work efficiently through volume without cutting corners on quality
• Customer satisfaction (CSAT) — the people you help feel genuinely helped; scores reflect real experiences, not just resolved tickets
• Quality assurance (QA) — your responses are evaluated against our voice and brand standards; you meet or exceed the benchmark consistently

We are a fast growing business. It’s likely you might be one of our future leaders on the team.

Who You Are

• You genuinely care about the person on the other end of the conversation — your tenth call of the morning feels the same as your first
• You’re self-motivated and don’t need to be managed into doing good work
• You take ownership — when something goes wrong, you fix it; you don’t deflect
• You are organized, detail-oriented, and reliable: you show up, on time, prepared
• You can hold a high standard while moving fast — volume and quality are not in conflict for you
• You maintain a positive, professional attitude even on hard days
• You think beyond your queue: you want to understand the business and help improve it
• You embrace change and stay steady when things shift

Legacybox is an Equal Opportunity Employer

Ship Quickly & Often · Deliver Intentional Experiences · Keep It Simple · Build Relationships · Always Be Improving · Be Above Reproach

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