White-Glove Care Advisor & Upsell Strategist

Brobston Group LLC; Springfield (MA); On-site; USD 39,000 - 52,000; Full time

Job summary

Brobston Group LLC is seeking a B2C Care Advisor who serves as a brand ambassador, delivering white-glove service to a diverse client base across multiple channels. The role focuses on resolving inquiries and complex issues while documenting interactions in the CRM.

You will collaborate with Sales and Operations to implement clienteling strategies and identify upsell/cross-sell opportunities to grow loyalty and revenue.

Qualifications

• Proven experience in customer service or care role.
• Strong written and verbal communication skills.
• Proficiency with CRM systems and customer service platforms.
• Excellent problem-solving and analytical abilities.
• Ability to manage multiple priorities and meet KPIs.
• Experience with clienteling or upselling is a plus.

Responsibilities

• Provide personalized support via phone, email, post, and live chat.
• Resolve inquiries about products, orders, accounts, and services.
• Document customer interactions accurately in the CRM.
• Follow up to ensure complete resolution and satisfaction.
• Collaborate with Sales and Operations on clienteling and upsell opportunities.

Skills

Customer service

CRM proficiency

Problem solving

Multitasking

Sales collaboration

Tools

CRM platforms

Live chat software

Job description

Brobston Group LLC is seeking a B2C Care Advisor who serves as a brand ambassador, delivering white-glove service to a diverse client base across multiple channels. The role focuses on resolving inquiries and complex issues while documenting interactions in the CRM.

You will collaborate with Sales and Operations to implement clienteling strategies and identify upsell/cross-sell opportunities to grow loyalty and revenue.