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John Stevenson Plumbing Heating and Air
Customer ConciergeJohn Stevenson Plumbing Heating and Air • CARLSBAD, CA, US
Customer Concierge

Customer Concierge

John Stevenson Plumbing Heating and Air • CARLSBAD, CA, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Job Title:

  • Customer Concierge Department: Customer Care Reports To: Customer Experience Manager Location: [Insert Location or “Oceanside, CA”] Position Summary 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.
  • Key Responsibilities 1.
  • Outbound & Follow-Up Communication 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. 2.
  • Inbound Call Management 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. 3.
  • ServiceTitan & Workflow Excellence 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. 4.
  • Customer Experience & Brand Representation 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.
  • Qualifications 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.
  • Performance Metrics 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.
  • Why You’ll Love Working Here 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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Customer Concierge • CARLSBAD, CA, US

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