Customer Concierge

Job Description

Job Description

Job Title : HVAC & Plumbing Concierge  Position Overview

We are seeking a highly organized, customer-focused professional to serve as the Concierge for our HVAC and Plumbing customers from their first service interaction through the completion of installation—and beyond. This role ensures a seamless, “white glove” customer experience by coordinating service appointments, tracking project progress, handling follow-up scheduling for sales, and stepping in as a Backup CSR when needed. The position also serves as the human backup for our Broccoli AI CSR platform when personal interaction is required.

Key Responsibilities Customer Concierge Duties

Serve as the single point of contact for customers from initial service call through completion of installation.

Coordinate and confirm service appointments, sales consultations, and installation dates.

Communicate proactively with customers regarding job status, technician arrival times, and next steps.

Ensure all documentation, agreements, and project notes are accurate and up to date in the CRM.

Schedule follow-up sales appointments when service calls reveal opportunities.

Track and confirm that post-installation follow-ups, warranties, and customer satisfaction checks are completed.

Resolve customer concerns quickly and professionally, escalating issues as needed.

Backup CSR & AI Support Duties

Answer incoming calls, emails, and chat messages during peak times or when covering for the CSR team.

Step in as the human counterpart to Broccoli AI CSR when complex or sensitive customer issues require personal handling.

Process customer information, create work orders, and update job records in the system.

Maintain high call quality and professional communication standards.

Qualifications

2+ years in HVAC, plumbing, home services, or similar customer service environment.

Strong interpersonal and communication skills—able to make customers feel valued and heard.

Experience with CRM / service dispatch software (ServiceTitan experience preferred).

Ability to handle multiple tasks and timelines without sacrificing attention to detail.

Calm, professional demeanor under pressure and during problem resolution.

Tech-savvy with comfort navigating between AI-driven tools and manual processes.

Core Competencies

Customer-Centric Mindset – Always prioritizing the customer’s experience.

Proactive Communication – Anticipates needs and keeps customers informed.

Problem-Solving – Quickly identifies solutions that align with company policies.

Team Collaboration – Works closely with service, sales, and install teams.

Adaptability – Shifts seamlessly between concierge duties, CSR coverage, and AI backup.

Performance Metrics

Customer satisfaction scores (CSAT / NPS).

Percentage of follow-up sales opportunities successfully scheduled.

On-time communication updates to customers during the service-to-install process.

Speed and quality of backup CSR response during overflow.

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