Plumbing Concierge

Our client is looking for a Plumbing Concierge who will serve as the program's white-glove concierge to their customers. This role will take and make calls to support customers with their mobile app set-up, troubleshoot their automatic water shut-off device, and provide white-glove level customer service. Duration: 6-month contract (with option to extend as the pilot scales) Hours: 40 hours per week Location: Nashville, TN (U.S.-based) Work Schedule: Hybrid Equipment: Company-issued laptop will be provided Scope of Work / Key Responsibilities Serve as plumbing expert for all inbound and outbound calls to customers Troubleshoot automatic water shut-off device issues for customers Contact customers for water alerts and shut-offs to offer assistance Ensure that all customers’ devices are online and help customers to get online Support warranty troubleshooting and initiate warranty claims when appropriate Support plumbers with installation and app set-up issues Provide plumbing expertise to help resolve escalated customers Additional Responsibilities Assist with root-cause analysis of plumbing-related service issues or customer complaints Provide feedback on training materials and job aids as products, processes, or devices evolve Support ad hoc plumbing-related projects and requests Required Experience & Qualifications Hands-on plumbing experience (licensed plumber preferred) Proven ability to take complex, technical plumbing processes and explain them to customers Strong communication skills, both verbal and in writing Ability to handle to work with customers who maybe frustrated with the new technology Experience with in-home technology (e.g., smart home, connected, or IoT devices) Additional Preferred Qualifications Experience working with plumbing related device manufacturer’s Familiarity with call center operations Working knowledge of plumbing codes and water shut-off device technology Deliverables Answer calls in a professional and knowledgeable way Resolve customer escalations Resolve device issues over the phone