Home Concierge

Job Description

Job Description

SUMMARY

Are you passionate about helping people and love the idea of simplifying complex processes for others? We're looking for a Home Concierge to join our dynamic team and deliver exceptional support to our clients throughout their real estate journey. We are seeking a bilingual (English / Spanish) Home Concierge for communicating with our Spanish-speaking clients and provide excellent customer service.

ABOUT THE ROLE

As a Home Concierge, you will act as a trusted advisor and service consultant, supporting clients during one of the most important transitions of their lives-buying, selling, or leasing a home.

This role blends account management, customer service, and consultative sales. You will be the go-to expert for clients, helping them navigate essential and non-essential home services like utilities setup, maintenance coordination, and move-in / move-out logistics.

You will field inbound / outbound calls, identify client needs, and recommend tailored service solutions that make their lives easier-all while building trust and strengthening relationships.

ESSENTIAL JOB FUNCTIONS

• Manages an assigned group of clients "book of business" for the company.
• Considered in-house industry experts within the moving and real estate adjacent industries.
• Respond to and manage client inquiries primarily via phone, providing comprehensive information about available home services (i.e. utilities, internet, TV, movers, home security, home maintenance, etc.).
• Act as a trusted advisor, understanding any given client's needs and offering personalized recommendations for home services and providers (i.e. consulting, price-point comparisons, etc.).
• Make key decisions for both the company and clients regarding expectations and timelines.
• Utilize CRM systems proficiently to log interactions, manage client profiles, track service requests, task management, and ensure accurate record-keeping.
• Collaborate with internal teams and external partners to facilitate service activations, disconnections, transfers, and troubleshooting.
• Maintain a deep understanding of service guidelines and best practices for various providers and regions.
• Track, maintain, and oversee the relationships between clients, realtors, and the company.
• Engage in conflict resolution and management.
• Discover and address lapses in processes that can affect a client's experience with the service.
• Collaborate with various departments to improve systematic processes.
• Continuously learn about new services, products, and industry trends to enhance client support.
• Maintaining a high level of service and communication during business hours, especially pertaining to client / partner inquiries, securing service / sales opportunities, and the coordination of service starts / stops.
• Completing service requests by the requested due date.
• Other duties as assigned.

WHAT WE ARE LOOKING FOR

QUALIFICATIONS

OFFICE ENVIRONMENT

PHYSICAL DEMANDS