Concierge Representative

Who We're Looking For Are you passionate about creating exceptional customer experiences while identifying opportunities to help homeowners improve their homes? Do you have a strong eye for detail, enjoy solving problems, and know how to build relationships that turn satisfied customers into loyal advocates? Lifetime Home Remodeling is looking for a Concierge Representative to serve as a key connection between our customers and internal teams throughout the post-installation experience. Based out of our Denver headquarters, this role will support customers throughout the Denver Metro area and other Lifetime sales territories across Colorado. This position combines customer experience, quality assurance, relationship management, and consultative sales to ensure our customers receive the exceptional experience Lifetime is known for. You'll visit customers in their homes, conduct post-installation quality checks, resolve concerns, identify additional home improvement opportunities, support financing solutions, and generate referrals and reviews from satisfied customers. Your work will help strengthen customer loyalty, protect Lifetime's brand reputation, and create additional revenue opportunities through continued relationships with our customers. What's in It for You Competitive Compensation: Earn a $65,000$75,000 annual base salary plus commission, with an estimated $100,000 total annual earning potential (OTE). Meaningful Customer Impact: Become a trusted resource for homeowners after their projects are completed and help ensure they receive the experience they expect from Lifetime. Revenue Growth Opportunity: Use your customer relationships and product knowledge to identify additional home improvement opportunities across Lifetime's product portfolio. Field-Focused Role: Spend time directly with homeowners throughout the Denver Metro area and other Colorado sales territories rather than being tied to a traditional office environment. Premium Products & Strong Brand: Represent Lifetime Home Remodeling and our portfolio of premium home improvement products while delivering the high level of service that has helped establish our reputation in the industry. Career Growth: Gain experience across customer experience, quality assurance, sales, operations, and cross-functional leadership within a growing organization. Responsibilities Customer Experience & Quality Assurance: Conduct post-installation visits in customers' homes to evaluate workmanship, cleanliness, project completion, and overall customer satisfaction. Quality Documentation: Accurately document inspection findings, customer feedback, and follow-up requirements within company systems while ensuring established quality standards are met. Issue Resolution: Identify post-installation concerns and work closely with Service, Production, and other internal teams to ensure issues are addressed quickly and professionally. Customer Education: Stay current on Lifetime's products, installation standards, warranties, and service requirements so you can confidently answer customer questions and reinforce expectations. Consultative Sales: Identify additional home improvement needs during customer visits and present relevant solutions based on the customer's goals, home, and long-term needs. Product Expansion: Introduce customers to additional Lifetime product lines, including windows, doors, blinds, siding, bath, gutters, and other available home improvement solutions. Credit & Financing Support: Work with customers whose original financing has been declined to identify alternative financing solutions or restructure proposals when appropriate. Follow-Up Sales: Convert opportunities identified during quality assurance and customer follow-up visits into additional projects while maintaining a customer-first approach. Cost-Saving Solutions: Identify alternative scopes or solutions that may reduce project costs without compromising quality, while also identifying complementary opportunities that could enhance the customer's existing project. Customer Education & Promotions: Share relevant product updates, design trends, and promotional opportunities that may benefit customers and enhance their overall Lifetime experience. Referral Generation: Promote Lifetime's referral program throughout the customer experience and build relationships that encourage satisfied homeowners to refer friends, family, and other potential customers. Reviews & Testimonials: Request and collect honest customer feedback, Google reviews, testimonials, and other forms of customer advocacy in partnership with the Marketing team. Referral Follow-Up: Track referral activity and ensure qualified referral opportunities are properly communicated to and followed up on by the appropriate sales team. Cross-Functional Collaboration: Partner closely with Sales, Production, Service, Finance, and Marketing to facilitate smooth customer handoffs, resolve concerns, and create a consistent customer experience. Customer Trend Reporting: Communicate recurring customer concerns, quality issues, feedback, and opportunities identified during field visits to help leadership identify trends and improve operations. Process Improvement: Assist with developing and refining quality assurance processes, customer communication strategies, escalation procedures, and scalable systems that support a consistent concierge experience at every customer touchpoint. Project Tracking: Monitor project completion timelines and follow up on outstanding customer experience, quality, or operational items to ensure timely resolution. Professional Representation: Represent Lifetime with professionalism, integrity, empathy, and a customer-first mindset during every customer interaction. Qualifications 2+ years of experience in sales, customer service, account management, home improvement, or another customer-facing role. Home improvement, remodeling, construction, or related industry experience preferred. Strong customer service and communication skills with the ability to build trust quickly with homeowners. Ability to identify quality concerns, installation issues, and customer satisfaction opportunities; training will be provided. Demonstrated ability to identify sales opportunities and confidently present additional products or services. Strong problem-solving skills and the ability to navigate customer concerns professionally. Highly organized and detail-oriented with the ability to accurately document information and follow up on outstanding items. Self-motivated and comfortable working independently in a field-based environment. Proficiency with CRM systems, email, scheduling tools, and other business technology. Ability to accurately enter and maintain customer and project information in a timely manner. Valid driver's license and reliable vehicle. Ability and willingness to travel throughout the Denver Metro area and other Lifetime sales territories across Colorado as needed. Key Competencies Customer-Centric: Builds trust, communicates clearly, demonstrates empathy, and confidently resolves customer concerns. Sales-Driven: Recognizes opportunities to provide additional value to customers and convert qualified opportunities into additional business. Detail-Oriented: Conducts thorough quality assessments and maintains accurate documentation. Problem Solver: Effectively navigates customer concerns, installation issues, financing challenges, and operational obstacles. Relationship Builder: Develops strong customer relationships that generate referrals, reviews, repeat business, and long-term loyalty. Professional Presence: Represents Lifetime with integrity, confidence, reliability, and professionalism. Organized & Accountable: Manages multiple customer visits, follow-ups, project timelines, and administrative responsibilities effectively. Technology Proficient: Comfortable using CRM, email, scheduling, and other digital tools to document and manage customer interactions. Physical Requirements Combination of office-based work and regular travel to customer homes and project sites. Ability to travel throughout the Denver Metro area and other Colorado sales territories. Ability to navigate residential properties, stairs, and active project sites. Ability to conduct in-home inspections and customer meetings. Ability to spend extended periods driving between customer locations. No significant physical requirements beyond normal field and office activities. Our Journey In 2009, Peter Svedin embarked on a mission. Armed with a wealth of industry expertise, sales acumen, and a passion for exceptional customer service, Peter recognized the untapped potential for high-quality products in the market. Peter's philosophy was simple: deliver top-tier products, uphold the highest standards, and ensure lifetime service backed by a labor guarantee. By consistently embracing innovation, delivering exceptional customer service and installations, and relentlessly pursuing growth, Lifetime Home Remodeling has evolved into a $175 million powerhouse employing more than 550 people across five thriving markets: Denver, Phoenix, San Diego, Inland Empire, and Los Angeles. The Story Lifetime Home Remodeling proudly offers premium products and services from prestigious, award-winning brands including Infinity from Marvin, James Hardie Siding, Kohler, and GAF. We are the #1 Infinity from Marvin dealer in the nation, a leading James Hardie Siding company in the Western United States, and a GAF Platinum Elite Roofing contractor. At Lifetime Home Remodeling, we believe the customer experience doesn't end when installation is complete. Our Concierge team helps ensure that homeowners continue to receive the service, support, and attention they expect from the Lifetime brand while creating opportunities to serve them through additional home improvement needs. We're no stranger to accolades. Lifetime has been recognized as a Forbes Top 5,000 Fastest Growing Company in America, received multiple Top 10 Fastest Growing Company awards from the Denver Business Journal, and has been honored with the Better Business Bureau Torch Award for Business Ethics. At Lifetime Home Remodeling, we offer a fast-paced environment filled with opportunities for personal and professional growth. As we grow together, we remain committed to fostering a family-like culture within our organization while building a strong, high-performing team. Lifetime also takes pride in supporting our community through partnerships with organizations including the Denver Broncos, Team Dave Logan, Food Bank of the Rockies, Firefly Autism, and the Denver Zoo. Our charity golf tournament with key partners and vendors has helped generate more than $400,000 for Firefly Autism since 2023.