Partner Concierge Representative

Job Description

Job Description
The Partner Concierge Representative (PCR) role’s primary focus is to provide exceptional communication for our partners, enhance partner satisfaction, and contribute to brand loyalty by addressing inquiries, resolving issues, and ensuring a positive overall experience. Strive to exceed partner expectations, uphold company values, and contribute to a positive and partner-centric organizational culture.
Company Overview
At VersiTech, we transcend the traditional boundaries of a tech company. We’re innovators at heart, problem-solvers in action, and growth partners in spirit. Our legacy is a commitment to forward-thinking and customer centric solutions, tailored to our partners and merchants within the hospitality industry. In every solution we create and every service we offer, our ethos is clear — technology should not just be advanced but also accessible and user-friendly. We focus on building lasting relationships, deeply understanding the challenges our clients face, and fostering their success every step of the way.
VersiTech’s two product lines, BOLD Integrated Payments and Tonic POS Software, are meticulously crafted to meet the dynamic needs of modern businesses. Together, our product lines achieve a full sit-to-stand customer experience for restaurants, bars, nightclubs and others in the hospitality space.
Who We Are
We run on a rapidly growing and widely accepted business operating philosophy called, “EOS” (Entrepreneurial Operating System). In learning to utilize EOS, you will have the ability to drive growth and be an empowered decision maker, something that you can’t get in large, slow-moving organizations.
We strive to live our values every day and, in every way, and are looking for others who feel the same way:

• We are ALL IN: committing wholeheartedly to a single vision and focused to achieve success for ALL involved - our employees, our partners, our vendors, our communities.
• We are HUMAN: grounded in accountability, genuineness, and the strength of our relationships and different perspectives.
• We DARE TO BE DIFFERENT: embracing a culture of fun and approachability, prioritizing our partners and team members first.

How will you make an impact in this role?

In this role, you’ll be responsible for ensuring partner communications are handled smoothly and professionally. This could include phone and/or email communications, as well as internal communications with the Client Support and Partner Experience departments. You will also be trained to deliver extraordinary customer care by responding to questions concerning accounts in a fast-paced, structured environment. Call volume can range on average from 20 – 50 calls a day, with email volumes ranging from 70-90 a day. You will report to the Manager of Client Services.

What will you be doing on a day-to-day basis?

• Coverage for Partner hotline, maintaining KPI goals
• Support Customer First philosophy by ensuring professional handling of customer requests.
• Collaborate with Client Support as needed to ensure smooth communication with partners
• Input cases into SalesForce to ensure tracking and resolution
• Assist in the onboarding process of new merchants, as applicable
• Assist with new hire mentoring
• Work on and assist with assigned Projects as applicable

Job Qualifications:

• Customer service experience (two years +) with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and strong written and verbal communication.
• Proven success in a customer service environment (two years +).
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a web-based environment.
• Ability to navigate multiple servicing platforms including Salesforce, Slack, G-Suite.
• Proven ability to manage change and continuous learning.
• Excellent written and verbal communication skills.

You know you are successful when:

• Easily adapt to changes and new information utilizing independent thinking and resources at hand.
• Deep understanding of internal and client-side operational processes related to the services and products.
• Meticulous attention to detail to ensure accuracy and completion of tasks
• Client-centric mindset with a focus on exceeding expectations and building trust.

Top Candidates will demonstrate the following:

• Strong communication skills using phone and email.
• Patient and calm demeanor on the phone.
• Communicate effectively internally and externally with tools provided
• Financial servicing and payment processing industry experience.
• Salesforce or similar CRM experience.
• Restaurant or retail experience.
• Be proactive and responsive; less reactive

The hours of operation for this role will fall within 8AM – 6PM EST.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life.

Benefits include:

• Competitive base salaries
• Unlimited vacation policy (with manager approval), plus 7 major holidays
• Fully covered Employee-only coverage for medical, dental and vision insurance
• 401(k) program with available company match
• Robust supplemental insurance offerings - life insurance, disability benefit, & even discounts on pet insurance!
• Flexible Spending Account (FSA) and Health Savings Account (HSA) availability
• Marketplace Care Teams to provide emotional and spiritual support for our employees
• Employee Assistance Program, Caregiver Support Program, & an Adoption Assistance Program
• Career development and training opportunities

If you are the kind of person that serves with a people-first mentality, leans into a vision that people can get behind, and enjoys being a part of a fast-growing organization, we want to talk with you!

VersiTech, LLC is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Employment eligibility in the U.S. is required as VersiTech, LLC will not pursue visa sponsorship for this position.

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