{"id":2690444,"url":"https://alion.io/job/legacy-box-customer-service-concierge-agent-legacybox","title":"Customer Service Concierge Agent - LegacyBox","company":{"id":2394023,"name":"Legacy Box","domain":"legacybox.com","url":"https://alion.io/company/legacybox","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Hospitality","role_family":"Hospitality","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chattanooga, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":49000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1212},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-16T08:49:25Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-05T07:04:14Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Benefits\n Career growth - we’re a fast-growing organization and we promote from within; this role is a launchpad, not a landing spot\nPerformance bonus opportunities up to $700 during peak season\nMedical, dental, vision, HSA, and short-term disability - 30-day waiting period\n401K with employer match - 6-month waiting period (must be 21+)\n80 hours PTO annually, accrued bi-weekly\nPaid parental leave (maternity and paternity) after 1 year of employment\nPerformance, attendance, anniversary, and birthday perks\nUnlimited fresh coffee and fruit all day\nAbout this Role\nAt Legacybox, we don’t hire customer service reps. We hire brand ambassadors who happen to be great at customer service.\nLegacybox exists to honor the trust families place in us by reclaiming their most meaningful moments from aging media so they can be watched, shared, and preserved forever. Every email you write, every call you take, every chat you handle is a moment where a family has put their irreplaceable memories in our hands. We take that seriously, and so do you.\nYou are empathetic, calm under pressure, a natural problem solver, and you write with warmth and precision. You are as comfortable de-escalating a frustrated customer as you are spotting a process gap and flagging it for the team. You want to do more than answer tickets; you want to help build something.\n What You’ll Do\n Own customer interactions across phone, email, and live chat - phone is our most important channel and the one where our brand shows up most personally; every interaction, regardless of channel, should be warm, complete, and on-brand\nRead the room: calibrate tone and urgency to the customer’s emotional state, not a script\nResolve issues on the spot; when escalation is needed, submit Tier 2 requests that are detailed, accurate, and actionable\nMaster our order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficiently\nMaintain deep product knowledge across Legacybox to give confident, accurate answers to any customer\nIdentify recurring friction points and surface them proactively. We want root fixes, not repeat tickets\nRepresent the brand with every word you write: you are not a support agent, you are a concierge\nContribute to a culture of improvement: share ideas, flag gaps, and help us raise the bar\n What We’re Looking For\n Required:\n Exceptional written communication skills - clear, warm, and professional; free of jargon, reflexive openers, and filler language\nExceptional verbal communication skills and phone etiquette - confident, composed, and human on the phone; you know how to listen, how to de-escalate, and how to leave someone feeling taken care of\nFast, accurate typing - you can keep up with live chat and high-volume email without sacrificing quality\nSound judgment: you know when to act, when to escalate, and how to handle ambiguity without a playbook\nCreative problem solving - you find the yes before you reach for the no\nProficiency with web-based tools and productivity software; comfortable learning new platforms quickly\nWorking knowledge of Google Suite (Docs, Sheets, Gmail, Drive)\nExperience with or ability to quickly master: Gorgias (or similar CRM), Aircall, Slack\n1+ years of customer-facing work experience, or an Associate’s degree\n18+ years old\nMust pass drug test and state, federal, and criminal background check\n A strong plus:\n Hotel, hospitality, or concierge experience- you already know what “going above and beyond” actually looks like\nSales experience and acumen- you understand how to listen for needs, build trust, and guide a customer toward the right decision without pressure\nMac computer proficiency\n What Success and Growth Look Like\n This is a performance-driven role. We measure what matters and we invest in people who consistently hit the bar. You’ll be expected to maintain strong results across three dimensions:\nTickets per hour (TPH) - you manage your time well and work efficiently through volume without cutting corners on quality\nCustomer satisfaction (CSAT) - the people you help feel genuinely helped; scores reflect real experiences, not just resolved tickets\nQuality assurance (QA) - your responses are evaluated against our voice and brand standards; you meet or exceed the benchmark consistently\n We are a fastgrowing business. It’s likely you might be one of our future leaders on the team.\n Who You Are\n You genuinely care about the person on the other end of the conversation - your tenth call of the morning feels the same as your first\nYou’re self-motivated and don’t need to be managed into doing good work\nYou take ownership - when something goes wrong, you fix it; you don’t deflect\nYou are organized, detail-oriented, and reliable: you show up, on time, prepared\nYou can hold a high standard while moving fast - volume and quality are not in conflict for you\nYou maintain a positive, professional attitude even on hard days\nYou think beyond your queue: you want to understand the business and help improve it\nYou embrace change and stay steady when things shift\n Legacybox is an Equal Opportunity Employer\nAsk what’s best for Legacybox · Deliver superior experiences · Keep it simple · Build relationships · Always be improving · Be above reproach","description_format":"text","description_chars":5264,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-16T08:49:25Z"}],"visa":[],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.788,"p_room":0.9,"age_days":19,"expected_fill_days":29,"reasons":["conf:4","win:mid","comp:junior"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/legacy-box-customer-service-concierge-agent-legacybox","json_url":"https://alion.io/job/legacy-box-customer-service-concierge-agent-legacybox.json","meta":{"generated_at":"2026-11-05T07:09:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9106,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2394023},"rest":"https://alion.io/mcp/rest/get_company?id=2394023"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flegacy-box-customer-service-concierge-agent-legacybox"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flegacy-box-customer-service-concierge-agent-legacybox"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flegacy-box-customer-service-concierge-agent-legacybox"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/legacy-box-customer-service-concierge-agent-legacybox\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flegacy-box-customer-service-concierge-agent-legacybox"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2690444}},{"tool":"search_jobs","arguments":{"company":"legacybox.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2690444},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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