• Prepare, analyze, and provide daily, weekly, and monthly productivity metrics • Assist in establishing and implementing departmental initiatives • Measure and monitor staffing levels, assign duties and responsibilities as appropriate • Complete performance evaluations, track time and attendance • Troubleshoot and resolve issues with client concerns with a sense of urgency • Train and educate staff on new process changes

• Answer after-hours inbound calls with professionalism and urgency • Respond quickly to inbound texts, live web chats, and online lead submissions • Monitor third-party lead platforms such as Angi’s and other home services sources • Triage emergency service requests and capture complete, accurate job details • Schedule service appointments accurately using ServiceTitan (or similar CRM) • Confirm customer details, service concerns, and availability • Execute structured follow-up on missed calls and unresponsive leads • Document all interactions clearly inside ServiceTitan (notes, tags, outcomes)

- Drive Team Quality and Performance:**Maintain high standards across all customer communication channels (chat, email, social, etc.), ensuring KPIs — including schedule compliance — are consistently met. Provide regular coaching and feedback to support agent growth and performance. Partner with Team Leads to identify coaching needs, performance trends, and opportunities for improvement. - Oversee Quality Assurance:** Lead quality assurance efforts for Zendesk tickets, live chat, and social media responses. Use QA insights to drive training, refine workflows, and reinforce best practices across the team. - Lead Hiring, Onboarding, and Training:** Own the full lifecycle of hiring, onboarding, and training for new Concierge team agents. Delegate day-to-day training responsibilities as appropriate while maintaining ownership of the overall structure, content, and quality of the onboarding experience. Ensure agents ramp quickly, feel supported, and are set up for long-term success. - Manage Customer-Facing Programs:** Own and evolve customer-facing initiatives and programs that help the Concierge team better serve our users. Ensure content is clear, helpful, on-brand, and that participation and scheduling align with broader team goals. - Act as a Cross-Functional Partner:** Serve as a key partner across teams, staying aligned with evolving product, operations, and support initiatives. Represent the Concierge team in cross-functional conversations, advocating for both customer and agent needs. Support Peak Season Coverage and Engagement:** Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day. Ensure the team stays engaged, well-supported, and aligned to meet increased customer demand with high-quality care.

• Provide customer end user technical support via phone, email, chat, and self-service portals • Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications • Assist end users with password resets, account unlocks, and access requests • Provide remote assistance when applicable • Troubleshoot network connectivity issues (e.g., internet access, VPN connections) • Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system • Escalate complex issues to higher-level support teams when necessary • Adhere to service level agreements (SLAs) and meet performance targets • Utilize the internal knowledge base to resolve common issues and improve efficiency • Drive customer satisfaction through proactive communication and first call resolution • Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude • Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps