SUMMARY
Are you passionate about helping people, guiding meaningful conversations, and turning complex tasks into simple solutions? We're looking for a sales and service-driven Home Concierge to join our growing team to deliver an exceptional client experience throughout the real estate journey.
This role is ideal for someone who is highly organized, process-oriented, and consultative by nature – someone who knows how to lead thoughtful conversations, make strategic recommendations, and uncover opportunities that create value for both clients and the business.
If you enjoy building trust, solving problems, and converting informed conversations into commissionable outcomes, this role offers the perfect blend of sales and service. (Bilingual English/Spanish candidates strongly encouraged to apply.)
ABOUT THE ROLE
As a Home Concierge, you will serve as a trusted advisor during one of the most important transitions in a client's life – buying, selling, or leasing a home. You are their primary point of contact, guiding them through essential decisions and ensuring a seamless, stress-free experience.
This role combines account management, customer service, and consultative sales. You will proactively engage with clients through inbound and outbound conversations, assess their needs, and recommend customized home service solutions – including utilities setup, home services coordination, and move-in/move-out support.
Your success will be driven by your ability to:
- Lead informed, confidence-building conversations
- Match client needs with the right service solutions
- Create a white-glove experience that drives satisfaction and conversion
- Build lasting relationships while earning performance-based commissions
If you thrive in a fast-paced, people-first environment where service excellence and sales performance go hand in hand, this is a role where you can truly make an impact.
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, repair, renovations, etc.).
- Act as a trusted advisor, understanding any given client's needs and offering personalized recommendations for home service 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 before 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. Salesforce experience is a plus.
- 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 customer service, sales, hospitality, or related fields.
- Excellent verbal and written communication skills.
- Must have and display good ethics and professionalism.
OFFICE ENVIRONMENT
- Remote Schedule, Monday-Friday regular business hours.
- Must have a dedicated, quiet workspace with 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.