Customer Concierge

Position Summary

The Customer Concierge plays a key role in assisting new customers by providing a seamless transition to Vero Fiber’s services. In this role, you will visit customers at their homes, helping them cancel service with their previous provider, set up home Wi-Fi, and provide training on streaming services. Acting as a trusted guide, the Customer Concierge ensures that every interaction is handled with empathy, professionalism, and efficiency—removing barriers and providing a smooth, stress-free onboarding experience.

Responsibilities

• Visit customers at their homes to assist with transitioning to our fiber internet service.
• Guide customers through canceling their existing provider, ensuring a smooth process.
• Set up home Wi-Fi networks and troubleshoot basic connectivity issues.
• Provide hands-on training on streaming services, helping customers cut the cord from traditional cable.
• Clearly explain next steps in the onboarding process and answer customer questions with patience and professionalism.
• Deliver an outstanding customer experience, ensuring customers feel confident and supported.
• Answer questions and address concerns with empathy and professionalism.
• Report customer feedback and common issues to the team for continuous improvement.
• Proactively identify and resolve potential obstacles that could delay service activation.
• Represent Vero Fiber with a customer-first attitude, reinforcing the company’s commitment to service excellence.

Required Qualifications

• Customer service experience (retail, hospitality, call center, or similar preferred).
• Strong interpersonal skills—friendly, approachable, and patient.
• Excellent communication skills.
• Ability to explain technical concepts in a simple and clear manner.
• Basic understanding of Wi-Fi setup and streaming services (training provided).
• Problem-solving skills and ability to think on your feet.
• Able to build trust quickly and demonstrate empathy.
• A valid driver’s license, car insurance, a satisfactory driving record, and the use of a reliable personal vehicle.
• Reliable transportation and ability to travel to customer homes.
• Experience in telecom, utilities, or subscription-based services.
• Prior concierge, customer success, or high-touch support experience.
• Bilingual (English/Spanish) is a plus.
• Spend time in an outside environment for extended periods in any season, with potential exposure to inclement weather. Therefore, this position requires the ability to work outdoors in various extreme weather conditions, such as extreme heat or cold, rain or snow.
• This position requires the ability to stand and walk for extended periods of time.
• This position requires extensive travel to fulfill the core duties of the role.
• The schedule for this position is Tuesday through Saturday during normal business hours.
• This position is based in our Texas markets.
• This is a Nonexempt position.
• This is a staff position.

Benefits

• 4 Medical plans to choose from
• Dental, and Vision insurance
• Life Insurance and AD&D
• Voluntary Life Insurance
• Disability Insurance
• 401(k) retirement plan + employer match
• 15 PTO days, 9 paid holidays + 2 floating holidays

Vero Fiber

Vero was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well.