Customer Service Representative

Role Mission

The Client Concierge exists to ensure every person who calls feels immediately known, valued, and confident they are in the right place. This role sets the emotional tone for the entire support experience, guiding homeowners through their next steps-whether that is problem resolution, education, or membership enrollment. Success is defined by the First Minute Experience: within 60 seconds, the caller should feel certain they will be looked after.

What You'll Do (The Moments That Matter)

As the first point of contact for homeowners seeking tech support, you will act as a critical hub of communication for our internal team. Your daily responsibilities include:

• Establishing "The First-Minute Experience": Acknowledging both the technical problem and the stress it causes, signaling ownership early by letting the client know, "We'll figure this out together".
• Managing Incoming Requests: Answering, screening, and forwarding support requests via telephone, ensuring clients are directed to the right Technology Specialist.
• Navigating Critical Moments: Handling high-leverage situations, such as a frustrated homeowner who can't stream their favorite show or a new client who hasn't yet built trust with us.
• Conversational Guidance: Using active listening to walk non-member clients through their support options and enrolling them in the appropriate membership package without using high-pressure sales tactics.
• System Upkeep: Maintaining our web-based ticketing system to ensure all support events and client data are accurately documented.

Who You Are (Success Traits)

We are looking for someone who values human connection over scripts.

The Non-Negotiables:

• First-Minute Experience and Reassurance: You sound genuinely glad the customer called and are comfortable with silence and listening.
• Emotional Attunement: You can quickly detect confusion or stress in a caller's voice and adjust your tone dynamically to meet them where they are.
• Confidence Creation: You make the customer feel "I've got you" by framing next steps as care rather than just a process.
• Unwavering Work Ethic: You have an impeccable attention to detail and a self-starter mentality.

Nice-to-Haves:

• Prior experience in hospitality, retail, or care-based roles, even if that means you don't have prior phone experience.
• Familiarity with CRM or ticketing software.
• A genuine passion for consumer technology and a desire to learn about a unique, growing field.

What We Actively Avoid:

• We generally avoid candidates with long tenures (4+ years) in high-volume, scripted call centers. In fact, prior call center experience is not required.
• We are not looking for an overly "corporate" or "polished" phone presence; we prefer natural, authentic language.
• We care more about how you listen than how fast you talk; if you like scripts or rigid metrics, this will be uncomfortable.
• We want the opposite of transactional experiences; we actually encourage you to spend the first minute doing nothing but listening.

The Details

• Location: Remote; we value a supportive work-from-home environment.
• Schedule: Full-time (40 hours/week). Shifts vary and include weekdays and weekends between the hours of 7:00 AM - 10:00 PM EST.
• Compensation: Geography-based, competitive
• Reporting To: Our Partner Support Manager.
• Equipment: A MacBook laptop will be provided (headset and separate monitor are required)
• Training: Comprehensive position training
• Culture: A team of aces willing to do anything for each other; our company culture is unmatched!

Why Join Us?

We are on a mission to transform the home technology experience. We partner with a nationwide network of installers to provide world-class support to homeowners when their technology fails. You'll be joining a "team of aces" who are transparent, honest, and willing to do anything for one another.

Are you ready to be the voice that turns a client's frustrating day around? Apply today!