Customer Concierge Specialist

The Bath Authority - Customer Concierge Specialist

*Remote/hybrid

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.

Compensation & Incentives

• Base Pay: $50,000 – $55,000 (Paid hourly)

• Variable Incentive: A robust monthly bonus structure driven on referability:

• Total Compensation Potential:$65,000 – $70,000+

The Lifecycle Guardian

• 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.

• 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.

Physical Requirements

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

TBA is an Equal Employment Opportunity Employer