Job Description
Job DescriptionJob Title: Customer Concierge
Department: Customer Care
Reports To: Customer Experience Manager
Location: [Insert Location or “Oceanside, CA”]
Position Summary
The Customer Concierge is the heart of the John Stevenson Plumbing, Heating & Air experience — guiding customers from first contact through post-service follow-ups. This role combines the skills of a professional communicator, problem solver, and customer advocate.
You’ll manage both outbound and inbound communication, ensuring every homeowner receives five-star service, whether booking their first tune-up, confirming a technician’s arrival, or following up after a completed job. Working within ServiceTitan, and alongside automation tools like Broccoli, the Customer Concierge keeps our customers informed, valued, and connected every step of the way.
Key Responsibilities1. Outbound & Follow-Up Communication
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Make outbound calls to confirm appointments, schedule maintenance, and follow up on unsold estimates or service recommendations.
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Re-engage customers after Broccoli agent or automated chat interactions to ensure all concerns are addressed personally.
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Conduct post-service follow-ups to ensure satisfaction, resolve issues, and encourage customer feedback or reviews.
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Proactively contact customers for membership renewals, seasonal tune-ups, or promotional opportunities.
2. Inbound Call Management
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Answer overflow and after-hours calls with warmth and professionalism, ensuring quick and accurate responses.
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Book and manage appointments directly in ServiceTitan, ensuring correct technician assignment and clear notes.
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Provide accurate information on services, pricing, warranties, and scheduling policies.
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De-escalate customer concerns and coordinate with field teams or management for resolution.
3. ServiceTitan & Workflow Excellence
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Maintain precise, detailed call notes and customer records within ServiceTitan.
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Collaborate with the dispatch, sales, and field service teams to ensure seamless communication and scheduling.
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Monitor open opportunities and unsold estimates in ServiceTitan to prevent revenue leakage.
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Track key metrics like booking rates, follow-up completion, and satisfaction scores.
4. Customer Experience & Brand Representation
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Deliver “White Glove” customer service — every interaction should build trust and loyalty.
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Represent John Stevenson’s core values of honesty, reliability, and professionalism in every communication.
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Continuously look for opportunities to enhance customer experience through empathy and proactive problem-solving.
Qualifications
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2+ years in customer service, dispatch, or call center experience (preferably in the home services industry).
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Strong knowledge of ServiceTitan or similar field service management software.
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Excellent communication, listening, and time management skills.
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Comfort working with automation tools such as Broccoli or AI-assisted customer contact platforms.
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Ability to multitask in a fast-paced environment while maintaining a positive attitude.
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Team-oriented mindset with a commitment to continuous improvement.
Performance Metrics
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Call Quality & Professionalism – friendly, accurate, and efficient communication.
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Booking Conversion Rate – successful scheduling from inbound and outbound calls.
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Follow-Up Completion – timely check-ins and documented customer outcomes.
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Customer Satisfaction – CSAT/NPS scores and positive review generation.
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ServiceTitan Accuracy – up-to-date notes, follow-up tracking, and opportunity management.
Why You’ll Love Working Here
At John Stevenson Plumbing, Heating & Air, we believe customer care is more than a job — it’s a craft. You’ll be part of a team that values your voice, invests in your training, and recognizes your impact. Every day, you’ll help families stay comfortable, safe, and cared for — all while growing your career in a company that treats you like family.
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