Plumbing Concierge
Insight Global
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
Vacancy posted 4 days ago
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