Customer Concierge

Job 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 Responsibilities

1. Outbound & Follow-Up Communication

• Make outbound calls to confirm appointments, schedule maintenance, and follow up on unsold estimates or service recommendations.
• Re-engage customers after Broccoli agent or automated chat interactions to ensure all concerns are addressed personally.
• Conduct post-service follow-ups to ensure satisfaction, resolve issues, and encourage customer feedback or reviews.
• Proactively contact customers for membership renewals, seasonal tune-ups, or promotional opportunities.

2. Inbound Call Management

• Answer overflow and after-hours calls with warmth and professionalism, ensuring quick and accurate responses.
• Book and manage appointments directly in ServiceTitan, ensuring correct technician assignment and clear notes.
• Provide accurate information on services, pricing, warranties, and scheduling policies.
• De-escalate customer concerns and coordinate with field teams or management for resolution.

3. ServiceTitan & Workflow Excellence

• Maintain precise, detailed call notes and customer records within ServiceTitan.
• Collaborate with the dispatch, sales, and field service teams to ensure seamless communication and scheduling.
• Monitor open opportunities and unsold estimates in ServiceTitan to prevent revenue leakage.
• Track key metrics like booking rates, follow-up completion, and satisfaction scores.

4. Customer Experience & Brand Representation

• Deliver “White Glove” customer service - every interaction should build trust and loyalty.
• Represent John Stevenson’s core values of honesty, reliability, and professionalism in every communication.
• Continuously look for opportunities to enhance customer experience through empathy and proactive problem-solving.

Qualifications

• 2+ years in customer service, dispatch, or call center experience (preferably in the home services industry).
• Strong knowledge of ServiceTitan or similar field service management software.
• Excellent communication, listening, and time management skills.
• Comfort working with automation tools such as Broccoli or AI-assisted customer contact platforms.
• Ability to multitask in a fast-paced environment while maintaining a positive attitude.
• Team-oriented mindset with a commitment to continuous improvement.

Performance Metrics

• Call Quality & Professionalism – friendly, accurate, and efficient communication.
• Booking Conversion Rate – successful scheduling from inbound and outbound calls.
• Follow-Up Completion – timely check-ins and documented customer outcomes.
• Customer Satisfaction – CSAT/NPS scores and positive review generation.
• 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.