Job Description

Job Title: HVAC & Plumbing Concierge 

Position Overview

We are seeking a highly organized, customer-focused professional to serve as the Concierge for our HVAC and Plumbing customers from their first service interaction through the completion of installation—and beyond. This role ensures a seamless, “white glove” customer experience by coordinating service appointments, tracking project progress, handling follow-up scheduling for sales, and stepping in as a Backup CSR when needed. The position also serves as the human backup for our Broccoli AI CSR platform when personal interaction is required.

Key Responsibilities

Customer Concierge Duties

• Serve as the single point of contact for customers from initial service call through completion of installation.

• Coordinate and confirm service appointments, sales consultations, and installation dates.

• Communicate proactively with customers regarding job status, technician arrival times, and next steps.

• Ensure all documentation, agreements, and project notes are accurate and up to date in the CRM.

• Schedule follow-up sales appointments when service calls reveal opportunities.

• Track and confirm that post-installation follow-ups, warranties, and customer satisfaction checks are completed.

• Resolve customer concerns quickly and professionally, escalating issues as needed.

Backup CSR & AI Support Duties

• Answer incoming calls, emails, and chat messages during peak times or when covering for the CSR team.

• Step in as the human counterpart to Broccoli AI CSR when complex or sensitive customer issues require personal handling.

• Process customer information, create work orders, and update job records in the system.

• Maintain high call quality and professional communication standards.

Qualifications

• 2+ years in HVAC, plumbing, home services, or similar customer service environment.

• Strong interpersonal and communication skills—able to make customers feel valued and heard.

• Experience with CRM/service dispatch software (ServiceTitan experience preferred).

• Ability to handle multiple tasks and timelines without sacrificing attention to detail.

• Calm, professional demeanor under pressure and during problem resolution.

• Tech-savvy with comfort navigating between AI-driven tools and manual processes.

Core Competencies

• Customer-Centric Mindset – Always prioritizing the customer’s experience.

• Proactive Communication – Anticipates needs and keeps customers informed.

• Problem-Solving – Quickly identifies solutions that align with company policies.

• Team Collaboration – Works closely with service, sales, and install teams.

• Adaptability – Shifts seamlessly between concierge duties, CSR coverage, and AI backup.

Performance Metrics

• Customer satisfaction scores (CSAT/NPS).

• Percentage of follow-up sales opportunities successfully scheduled.

• On-time communication updates to customers during the service-to-install process.

• Speed and quality of backup CSR response during overflow.

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