Home Concierge

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

• Exceptional Communication Skills: Clear, articulate, and empathetic communicator, both verbally and in writing. Can simplify complex information and build rapport quickly.
• Customer Service Experience: Proven experience in a client-facing role, with a strong commitment to delivering outstanding service.
• Effective Organizational Skills: The importance of the ability to get organized, stay organized, and efficiently recover from an organizational failure.
• CRM Proficiency: Hands-on experience with CRM software is a must, demonstrate ability to navigate systems efficiently and maintain accurate data.
• Consultative Approach to "Sales": While this isn't a hard-selling role, the concierge should possess natural sales acumen - the ability to identify opportunities to assist clients and gently guide them toward beneficial solutions.
• Flexibility: Adaptable and comfortable working in a dynamic environment, ready to manage shifting priorities and client needs.
• Problem-Solver: Enjoy finding solutions and resourceful in overcoming challenges without immediate direction or supervision to ensure client success.
• Attention to Detail: Ensure all client information and service requests are captured accurately.

QUALIFICATIONS

• High School Diploma or GED.
• Bachelor's degree in 'Business Administration, Business Management, Advertising, Marketing or Communications' preferred, or
• 2-4 years of experience in data entry, customer service, sales, or related fields.
• Excellent verbal and written communication skills.
• Must have and display good ethics and professionalism.
• Bilingual (English/Spanish) Preferred.

OFFICE ENVIRONMENT

• Remote Schedule, Monday-Friday regular business hours.
• Must have a dedicated, quiet workspace with a reliable internet connection.

PHYSICAL DEMANDS

• Dexterity of hands to operate a computer keyboard.
• Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
• Hearing and speaking to communicate and provide information to others.
• Prolonged periods sitting at a desk and working on a computer.

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