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Customer Concierge Specialist
Overview:
Lifecycle Management is more than a process—at The Bath Authority; it is the lifeblood of the customer experience. We are 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. You are the partner who transforms "buyer’s anxiety" into "white-glove excitement" by guiding our clients through every milestone from the final signature to the first shower.
Compensation & Incentives
TBA is an Equal Employment Opportunity Employer
The Bath Authority - Customer Concierge Specialist
- Remote/hybrid
Lifecycle Management is more than a process—at The Bath Authority; it is the lifeblood of the customer experience. We are 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. You are the partner who transforms "buyer’s anxiety" into "white-glove excitement" by guiding our clients through every milestone from the final signature to the first shower.
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+
The Lifecycle Guardian
- Master of the Lifecycle: Serve as the heartbeat of the post-purchase journey. You take ownership of the relationship 24 hours after the contract is signed, providing a warm introduction and a clear, confident roadmap to the finish line.
- Strategic Communication Cadence: You 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. You own the solution, ensuring delays are communicated with transparency and empathy.
- Referral Engine: Act as the ultimate brand ambassador. Your goal is to provide a level of care so exceptional that every customer becomes a lifelong fan and a source of new referrals.
- Experience: Proven track record in high-touch customer service, concierge roles, or production coordination.
- The Mindset: A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects.
- Tech Savvy: Proficient in CRM systems; you understand that if it is not documented, it didn't happen.
- Communication: Elite verbal and written skills. You can explain the "why" behind a timeline just as well as the "how" of an installation.
- Education: High School Diploma or equivalent required.
Physical Requirements
- Prolonged periods of sitting and working on a computer in a fast-paced environment.
TBA is an Equal Employment Opportunity Employer
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