Customer Concierge Specialist

The Bath Authority - Customer Concierge Specialist

Remote or In Office in select markets

About the role

Serve as the heartbeat of the post-purchase journey. You take ownership of the relationship 24 hours after the contract is signed, providing a warm introduction and a clear, confident roadmap to the finish line.

Responsibilities

• Strategic Communication Cadence
• Managing the "Golden Thread" of communication, including The 24-Hour Kickoff
• Setting expectations and eliminating day-after regret
• Warehouse Arrival
• Notifying the customer the moment their high-end products have been inspected and ready
• Precision Scheduling
• Alligning materials, warehouse logistics, and installation teams for a seamless date
• Final Countdown Confirmation calls and real-time "Day-of" arrival updates
• The Quality Check-In
• Closing the loop post-install to ensure a referral-worthy experience
• Logistics & Synergy Partner directly with Warehouse and Installation leads to bridge the gap between product availability and human resources
• Proactive Conflict Resolution
• Identify "bottlenecks" before the customer does. You own the solution, ensuring delays are communicated with transparency and empathy
• Referral Engine
• Act as the ultimate brand ambassador. Your goal is to provide a level of care so exceptional that every customer becomes a lifelong fan and a source of new referrals

Requirements

• Proven track record in high-touch customer service, concierge roles, or production coordination
• A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects
• Tech Savvy
• Proficient in CRM systems; you understand that if it is not documented, it didn't happen
• Communication Elite
• You can explain the "why" behind a timeline just as well as the "how" of an installation

Qualifications

• A High School Diploma or equivalent required

Skills

• High Touch Customer Service
• Concierge Roles
• Production Coordination
• CRM Systems
• Verbal and Written Communication
• Emotional Intelligence
• Organization

Benefits

Robust monthly bonus structure driven on referability

Pay

$50,000 - $55,000 (Paid hourly)

Schedule

Total Compensation Potential $65,000 - $70,000+