Customer Concierge Specialist

Overview

The Bath Authority - Customer Concierge Specialist

*Remote or In Office in select markets

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  

• Master of the Lifecycle: 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. 

Physical Requirements  

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

TBA is an Equal Employment Opportunity Employer