Customer Concierge - Breckenridge, TX

About the role

We are hiring a full‑time Customer Concierge based in Breckenridge, TX to guide new customers through a smooth transition to Vero Fiber. This role focuses on in‑home customer support, including service transition help, Wi‑Fi setup, streaming guidance, and clear communication throughout the onboarding process. The Customer Concierge visits customers at their homes to help cancel prior provider, set up home Wi‑Fi, and provide training on streaming services, acting as a trusted guide to ensure a seamless, stress‑free onboarding experience.

Location: Breckenridge, TX • Department: Sales • Reports To: Team Lead, Texas

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.
• 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.

Requirements

• 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.
• Ability 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.

Qualifications

• Experience in telecom, utilities, or subscription‑based services.
• Prior concierge, customer success, or high‑touch support experience.
• Bilingual (English/Spanish) is a plus.

Skills

• Safety and Security: Observe safety and security procedures, report potentially unsafe conditions, use equipment and materials properly; can determine appropriate action beyond guidelines; make proactive suggestions to improve safety and security.
• Quality of work: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality.
• Results‑oriented: Focus on achieving results for the organization or team; routinely achieve goals and move on to more challenging tasks; go beyond baseline to deliver exceptional value.

Benefits

• Medical plans with employer contributions for employees and dependents
• 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

Pay

The anticipated hourly range for this position is $20.00 – $22.00 per hour; final compensation based on experience, skills, and internal equity.

Schedule

The schedule is Tuesday through Saturday during normal business hours.