Overview

The Bath Authority - Customer Concierge Specialist

The Customer Concierge Specialist is the dedicated point of contact for The Bath Authority customers, guiding them seamlessly from the moment of purchase through the completion of installation. The Concierge is a proactive partner, ensuring the customer feels informed, valued, and prepared at every specific milestone of their project journey. This role is responsible for managing the brand reputation by maintaining constant, transparent communication and ensuring a "white-glove" experience that eliminates anxiety and builds trust.

Responsibilities

Essential Functions:

· Lifecycle Management: Serves as the primary liaison for customers 24 hours after purchase, initiating the relationship with a warm introduction and clear roadmap of next steps.

· Strategic Communication: Executes a structured communication cadence, including:

     24-Hour Post-Purchase: Introduction and timeline overview.

     Warehouse Arrival: Notifying the customer immediately when their product is received and inspected.

     Scheduling: Coordinating a convenient installation date once materials are secured.

     Confirmation: Verifying the appointment details prior to the installation date.

     Day-of Updates: Providing real-time arrival time updates to ensure the customer is ready.

     Post-Install Check-in: Conducting a quality and satisfaction check-in after installation is complete.

· Calendar & Logistics Coordination: Works directly with the Warehouse and Installation teams to align product availability with installer schedules, ensuring committed install dates are met.

· Issue Resolution & Escalation: Monitors the progress of orders and proactively identifies potential delays. Addresses customer concerns regarding timelines or product status immediately, escalating to management only when necessary but retaining ownership of the customer       relationship.

· Records & Documentation: Meticulously updates customer records with every touchpoint, ensuring the entire team has visibility into where the customer stands in the installation pipeline.

· Product Knowledge: Maintains a working knowledge of products and installation procedures to answer customer questions regarding what to expect during the installation process (e.g., noise levels, site preparation, duration).

· Customer Retention & Satisfaction: Acts as the guardian of the customer experience, aiming to turn a standard installation into a referral-generating event by demonstrating exceptional care and follow-through.

· Payment & Compliance: Participates in ensuring accounts are ready for installation, including verifying that necessary deposits or progress payments are cleared prior to scheduling.

Qualifications

Performs other related duties as assigned.

Skills, Knowledge, and Abilities:

· High School Diploma or equivalent.

· Previous experience in a customer service role.

· Familiar with CRM systems and practices.

Education and Experience:

· Excellent listening skills and dedication to customer satisfaction.

· Positive attitude, self-motivated, and desire to assist customers.

· Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.

· Ability to work independently and as a team.

· Excellent time management and multi-tasking skills.

Physical Requirements:

· Prolonged periods sitting working on a computer

TBA is an Equal Employment Opportunity Employer

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