Cross Divisional Concierge

Full Time - Independent Contractor - International Applicants Preferred

This is a dream-come-true opportunity for you to join a team of the most talented, heart-centered, mission-driven people (on the planet) -- and to utilize your client service and engagement skills, to contribute to a team who builds world-class  programs that inspire, instruct, and ignite people to live a life they love!

Brave Thinking Institute seeks a full time REMOTE Program Support Concierge with a passion for personal development and customer service.

Since 2009, Brave Thinking Institute has been a global leader in the personal development/professional coaching industry. We’re on the lookout for a skilled Program Support Concierge to join our team.  

This is a rare opportunity to showcase your skills, collaborate with an amazing team, serve a global community, and make a difference in the world

To be considered…:

• Do you LOVE building relationships with people?

• Does a fast-paced, exciting environment sound like a great place to work?

• Are you a person who easily prioritizes tasks?

• Do you enjoy working with a dynamic team that works well together while having fun?

• Would you love to build your own dreams using the same strategies that the Brave Thinking Institute teaches to clients?

If you answered YES to the questions above, you might be the perfect fit for our team!

Principal Responsibilities and Priorities

• We strive to answer all client questions and make sure they feel supported, WOWed at the end of every interaction. This support includes and is not limited to:

• Conduct outbound and inbound communication (phone, email, and chat) to welcome, guide, and encourage clients.

• Establish strong relationships with clients during welcome calls, orientations, ensuring they feel motivated to succeed.

• Track client engagement in their program deliverables, providing timely encouragement and addressing any roadblocks.

• Celebrate client milestones and achievements with personalized calls, texts, or emails.

• Proactively encourage participation in weekly lessons, program events, program materials, and Dreambuilder LIVE. 

• Assist clients with program logistics, including event eligibility & registration and ensuring receipt of applicable Welcome Kits.

• Address client inquiries and provide immediate, knowledgeable assistance via live chat or email. Take ownership of client needs and see through to resolution

• Infuse the above listed Core Values into every interaction. All clients should be left with a feeling of love and care in how we addressed any need(s) they have.

• We support our clients and program members in a way that empowered them to engage in their deliverables. We build relationships with them as they grow and live a life they truly love. 

• Support Program lessons and deliverables, including note-taking, follow-ups, and answering client questions.

• Moderate and manage Facebook groups, fostering a supportive and engaging online community.

• Assist faculty during Q&A calls, including managing questions and tracking testimonials opportunities.

• Monitor and analyze client engagement in their lessons and webinars, providing actionable insights to the PEaCE (Program, Events, and Client Experience) Leadership Team.

• Live Event Attendance and Support:
  Our Events team relies on us to support our clients during these times to make sure clients have a smooth experience and the endeavor is a success

• Attend 2-3 live events annually (7-9 days per event), supporting faculty and clients during sessions.

• Attend 3-5 virtual events (1-3 days per event, some over weekend days), supporting faculty, team, and clients during the event

• Assist in on-site program administration and logistics, ensuring a positive and transformational event experience.

Required Experience / Proficiency:

• 2+ years experience in customer service 

• Ability to use positive language

• Clear communication skills

• Great listening skills - able to effectively understand client concerns

• Access to high speed internet, dedicated, and distraction free work space and able to meet all requirements of this role while working remotely

• Tech savvy with the ability to learn new software and systems quickly

• Asana Task Management System (or similar + ability to learn immediately)

• Google Apps - Docs, Sheets, Slides, Drive

• Communication Tools - Zoom, Zoom Chat

Work Environment

• Fully remote

• Potential to attend Institute in-person events  if requested

• VERY IMPORTANT: Our Program Support Concierge must be able to work full time, 40 hours per week based on Pacific Time zone, including occasional, pre-scheduled weekend events.