Essential Support Concierge

About CommonTeri Services

CommonTeri Services provides managed services for nonprofits using Salesforce®. We are based in Dallas, TX, are women-owned and have approximately 10 employees. Most of our customers are on our Essential Support Plan, which gives them access to daily Zoom Office Hours, the ability to request development work or other support services, and access to our online Customer Community. We are looking for a team member to fill the role of Essential Support Concierge.

About the Position

The Essential Support Concierge creates value, consistency, and continuity for our customers on the Essential Support Plan. The Essential Support Concierge is a role designed for an excellent communicator who wants to learn and who can empathize with the “Accidental Salesforce Administrator”. The Concierge advocates for our customers by recommending training and documentation, and looks to the rest of the CTS team, Salesforce documentation, and the greater Salesforce community to find recommendations and best practices to our customer’s questions.

The Essential Support Concierge will work closely with the Director of Customer Experience and our CEO in a collaborative environment. Our strong preference is that the position be worked in our office, not remotely. Our office is located in the desirable Bishop Arts District in Oak Cliff (Dallas, TX).

The Essential Support Concierge will be responsible for the following:

• Office Hours Administration:
  • Providing check-in and check-out attendance for Office Hours sessions (held daily for a total of 11 hours per week)
  • Manage rotation of Office Hour participants (time each segment and managing order of participant rotation)

• Cases from Office Hours:
  • Office Hours Notification Cases – links and other info to customers. (Task for Customer queue)
  • Documentation / Training cases – as directed and from your insight create cases for the “Documentation” queue of items that could be written up in Knowledge articles to make a better customer experience. (Documentation queue)
  • Helpdesk work – if a customer needs additional work, create a case with as much detail as possible including videos, screenshots, and descriptive text. (Helpdesk queue)

• Write Knowledge Articles for internal and customer use – research required

• Monitor and respond to Customer Community posts

• Other tasks and projects related to Essential Support Plan customers as directed by the Director of Customer Experience or CEO

The Essential Support Concierge will ideally have the following skills:

• Excellent verbal and written communication skills with attention to detail – you will be documenting and writing quite a bit, as well as communicating directly with customers in email or through Salesforce
• Comfortable taking initiative interacting verbally and in the Zoom chat with customers in daily Office Hours, creating a welcoming environment
• Ability to manage customer queue, take attendance in Salesforce and communicate proactively with customers in Office Hours simultaneously
• Organized with time – responding promptly to customer requests, following up on tasks and cases assigned
• Be a certified Salesforce Administrator – understanding of and experience using
• Salesforce Service Cloud and Salesforce Experience Cloud preferred
• Proficient in Office 365 (Teams, Outlook for Web, Word, PowerPoint, Excel)
• Other tools used: Zoom, Lucid Chart, Vimeo

CommonTeri Services COVID-19 Policy

Our team includes immunocompromised members. Due to the size of our office space, adequate social distancing is not always possible. We value both the common good and individual liberty. To allow for both, our office space is limited to fully vaccinated individuals and will follow the latest CDC guidelines as they change. Our remote workers are encouraged to follow CDC guidelines and be vaccinated, but it is not required.