[Hiring] Customer Concierge Specialist @Great Day Improvements: A Family of Brands

Role Description

The Bath Authority is looking for a Customer Concierge Specialist who understands that the 24 hours after a sale are the most critical in a homeowner's journey. You are not just "initiating" a relationship; you are the proactive guardian of the brand, transforming "buyer’s anxiety" into "white-glove excitement" by guiding our clients through every milestone from the final signature to the first shower.

Responsibilities

• The Lifecycle Guardian
  • Serve as the heartbeat of the post-purchase journey.
  • Take ownership of the relationship 24 hours after the contract is signed.
  • Provide a warm introduction and a clear, confident roadmap to the finish line.
• Strategic Communication Cadence
  • Manage the "Golden Thread" of communication, including:
    • The 24-Hour Kickoff: Setting expectations and eliminating day-after regret.
    • Warehouse Arrival: Notifying the customer the moment their high-end products have been inspected and ready.
    • Precision Scheduling: Aligning materials, warehouse logistics, and installation teams for a seamless date.
    • Final Countdown: Confirmation calls and real-time "Day-of" arrival updates.
    • The Quality Check-In: Closing the loop post-install to ensure a referral-worthy experience.
• Logistics & Synergy
  • Partner directly with Warehouse and Installation leads to bridge the gap between product availability and human resources.
• Proactive Conflict Resolution
  • Identify "bottlenecks" before the customer does.
  • Own the solution, ensuring delays are communicated with transparency and empathy.
• Referral Engine
  • Act as the ultimate brand ambassador.
  • Provide a level of care so exceptional that every customer becomes a lifelong fan and a source of new referrals.

Qualifications

• Proven track record in high-touch customer service, concierge roles, or production coordination.
• A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects.
• Proficient in CRM systems; understands that if it is not documented, it didn't happen.
• Elite verbal and written communication skills.
• High School Diploma or equivalent required.

Physical Requirements

• Prolonged periods of sitting and working on a computer in a fast-paced environment.

Compensation & Incentives

• Base Pay: $50,000 – $55,000 (Paid hourly)
• Variable Incentive: A robust monthly bonus structure driven on referability.
• Total Compensation Potential: $65,000 – $70,000+

Company Description

TBA is an Equal Employment Opportunity Employer.