Customer Service Representative

Role Mission

The Client Concierge exists to ensure every person who calls feels immediately known, valued, and confident they are in the right place. This role sets the emotional tone for the entire support experience, guiding homeowners through their next steps—whether that is problem resolution, education, or membership enrollment. Success is defined by the First Minute Experience: within 60 seconds, the caller should feel certain they will be looked after.

What You’ll Do (The Moments That Matter)

As the first point of contact for homeowners seeking tech support, you will act as a critical hub of communication for our internal team. Your daily responsibilities include:

• Establishing "The First-Minute Experience": Acknowledging both the technical problem and the stress it causes, signaling ownership early by letting the client know, “We’ll figure this out together".
  

• Managing Incoming Requests: Answering, screening, and forwarding support requests via telephone, ensuring clients are directed to the right Technology Specialist.
  

• Navigating Critical Moments: Handling high-leverage situations, such as a frustrated homeowner who can't stream their favorite show or a new client who hasn't yet built trust with us.
  

• Conversational Guidance: Using active listening to walk non-member clients through their support options and enrolling them in the appropriate membership package without using high-pressure sales tactics.
  

• System Upkeep: Maintaining our web-based ticketing system to ensure all support events and client data are accurately documented.