Department: Customer Care
Reports To: Customer Experience Manager
Location: [Insert Location or “Oceanside, CA”]
The Customer Concierge is the heart of the John Stevenson Plumbing, Heating & Air experience — guiding customers from first contact through post-service follow-ups. This role combines the skills of a professional communicator, problem solver, and customer advocate.
You’ll manage both outbound and inbound communication, ensuring every homeowner receives five-star service, whether booking their first tune-up, confirming a technician’s arrival, or following up after a completed job. Working within ServiceTitan, and alongside automation tools like Broccoli, the Customer Concierge keeps our customers informed, valued, and connected every step of the way.
Make outbound calls to confirm appointments, schedule maintenance, and follow up on unsold estimates or service recommendations.
Re-engage customers after Broccoli agent or automated chat interactions to ensure all concerns are addressed personally.
Conduct post-service follow-ups to ensure satisfaction, resolve issues, and encourage customer feedback or reviews.
Proactively contact customers for membership renewals, seasonal tune-ups, or promotional opportunities.
Answer overflow and after-hours calls with warmth and professionalism, ensuring quick and accurate responses.
Book and manage appointments directly in ServiceTitan, ensuring correct technician assignment and clear notes.
Provide accurate information on services, pricing, warranties, and scheduling policies.
De-escalate customer concerns and coordinate with field teams or management for resolution.
Maintain precise, detailed call notes and customer records within ServiceTitan.
Collaborate with the dispatch, sales, and field service teams to ensure seamless communication and scheduling.
Monitor open opportunities and unsold estimates in ServiceTitan to prevent revenue leakage.
Track key metrics like booking rates, follow-up completion, and satisfaction scores.
Deliver “White Glove” customer service — every interaction should build trust and loyalty.
Represent John Stevenson’s core values of honesty, reliability, and professionalism in every communication.
Continuously look for opportunities to enhance customer experience through empathy and proactive problem-solving.
2+ years in customer service, dispatch, or call center experience (preferably in the home services industry).
Strong knowledge of ServiceTitan or similar field service management software.
Excellent communication, listening, and time management skills.
Comfort working with automation tools such as Broccoli or AI-assisted customer contact platforms.
Ability to multitask in a fast-paced environment while maintaining a positive attitude.
Team-oriented mindset with a commitment to continuous improvement.
Call Quality & Professionalism – friendly, accurate, and efficient communication.
Booking Conversion Rate – successful scheduling from inbound and outbound calls.
Follow-Up Completion – timely check-ins and documented customer outcomes.
Customer Satisfaction – CSAT/NPS scores and positive review generation.
ServiceTitan Accuracy – up-to-date notes, follow-up tracking, and opportunity management.
At John Stevenson Plumbing, Heating & Air, we believe customer care is more than a job — it’s a craft. You’ll be part of a team that values your voice, invests in your training, and recognizes your impact. Every day, you’ll help families stay comfortable, safe, and cared for — all while growing your career in a company that treats you like family.
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