Customer Concierge

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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