Customer Service Representative

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.

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:

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• 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.

• 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. 

• 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!