Customer Concierge Specialist

The Bath Authority - Customer Concierge Specialist

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+

Responsibilities

• The Lifecycle Guardian: 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.

Qualifications

• 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.

Prolonged periods of sitting and working on a computer in a fast-paced environment.

TBA is an Equal Employment Opportunity Employer