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