Plumbing Concierge

Our client is looking for a Plumbing Concierge who will serve as the program's white-glove concierge to their customers. This role will take and make calls to support customers with their mobile app set-up, troubleshoot their automatic water shut-off device, and provide white-glove level customer service.

Duration: 6-month contract (with option to extend as the pilot scales)

Hours: 40 hours per week

Location: Nashville, TN (U.S.-based)

Work Schedule: Hybrid

Equipment: Company-issued laptop will be provided

Scope of Work / Key Responsibilities
• Serve as plumbing expert for all inbound and outbound calls to customers
• Troubleshoot automatic water shut-off device issues for customers
• Contact customers for water alerts and shut-offs to offer assistance
• Ensure that all customers' devices are online and help customers to get online
• Support warranty troubleshooting and initiate warranty claims when appropriate
• Support plumbers with installation and app set-up issues
• Provide plumbing expertise to help resolve escalated customers

Additional Responsibilities
• Assist with root-cause analysis of plumbing-related service issues or customer complaints
• Provide feedback on training materials and job aids as products, processes, or devices evolve
• Support ad hoc plumbing-related projects and requests

Required Experience & Qualifications
• Hands-on plumbing experience (licensed plumber preferred)
• Proven ability to take complex, technical plumbing processes and explain them to customers
• Strong communication skills, both verbal and in writing
• Ability to handle to work with customers who maybe frustrated with the new technology
• Experience with in-home technology (e.g., smart home, connected, or IoT devices)

Additional Preferred Qualifications
• Experience working with plumbing related device manufacturer's
• Familiarity with call center operations
• Working knowledge of plumbing codes and water shut-off device technology

Deliverables
• Answer calls in a professional and knowledgeable way
• Resolve customer escalations
• Resolve device issues over the phone