Customer Concierge Specialist

Great Day Improvements: A Family of Brands•Pittsburgh, PA

3d•$50,000 - $55,000•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.