Trial Experience Concierge

About Us 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. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability. Our People 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. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home. Our Impact 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. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our YouTube Channel or Blog Posts 

Who You Are: 

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, in addition to tracking and maintaining customer entry logs and call queues.

You will be a client facing facilitator to our team for intake of customers and well as following our culture and performance standards

You are comfortable assisting team members in a high-performance, high-accountability environment, and will leverage 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.

What You’ll Be Doing:

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 logging all systems and customer data to ensure they are up and running properly and timely service is provided

Assisting and prioritizing 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

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience/Education/Certifications Required:

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’s 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 side variety of tasks throughout the day in a fast-paced environment

Patience and listening skills to respond appropriate 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.

Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide demographic information. This information is used solely for compliance with government recordkeeping and legal requirements. Providing this information is voluntary and will not affect your application status.

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