Family Experience Concierge

Earth; Auburn (WA); On-site; USD 60,000 - 85,000; Full time

Job summary

Qualifications

• 5+ years of professional experience, with at least 3 years in customer service, customer success, or family services.
• Front-facing experience such as crisis hotlines, retail, or restaurants is highly relevant.
• Exceptional interpersonal skills with the ability to communicate compassionately with families during sensitive times.
• The energy to be on all day, moving between tours, calls, and tickets while staying warm and present.
• A strong desire to become the go-to expert on everything Earth: our process, pricing, contracts, and partners.

Responsibilities

• Conduct virtual and in-person tours of the facility (about three per day), educating families about our process and answering questions with warmth and professionalism.
• Host and facilitate webinars that provide education and support to prepaid families.
• Answer incoming calls from families with questions about their prepaid arrangements, providing empathetic guidance.
• Manage support tickets efficiently, ensuring all family concerns are documented, tracked, and resolved promptly.
• Cover for teammates on help desk tickets and phone lines so families are never left waiting.
• Partner with our insurance and travel protection partners to coordinate benefits and ensure seamless service delivery.
• Maintain accurate records in our systems, ensuring all contracts are properly documented and up-to-date.
• Complete account and contract reconciliations accurately and on schedule.
• Proactively identify and resolve potential issues with family accounts or contracts and take ownership of open work.
• Build relationships with prospective families and remain a reliable resource after they sign.

Skills

Customer service

Tours hosting

CRM systems

Webinar facilitation

Multilingual

Tools

HubSpot

Job description