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Role Description

The Bath Authority is 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.

• Serve as the heartbeat of the post-purchase journey.
• 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.
• Partner directly with Warehouse and Installation leads to bridge the gap between product availability and human resources.
• Identify "bottlenecks" before the customer does and own the solution, ensuring delays are communicated with transparency and empathy.
• Act as the ultimate brand ambassador to provide exceptional care that turns every customer into a lifelong fan and source of new referrals.

Qualifications

• Proven track record in high-touch customer service, concierge roles, or production coordination.
• A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects.
• Proficient in CRM systems; understanding that if it is not documented, it didn't happen.
• Elite verbal and written communication skills.
• High School Diploma or equivalent required.

Requirements

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

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+

Company Description

TBA is an Equal Employment Opportunity Employer.