This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Bath Authority is 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. - Serve as the heartbeat of the post-purchase journey. - 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. - Partner directly with Warehouse and Installation leads to bridge the gap between product availability and human resources. - Identify "bottlenecks" before the customer does and own the solution, ensuring delays are communicated with transparency and empathy. - Act as the ultimate brand ambassador to provide exceptional care that turns every customer into a lifelong fan and source of new referrals. Qualifications - Proven track record in high-touch customer service, concierge roles, or production coordination. - A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects. - Proficient in CRM systems; understanding that if it is not documented, it didn't happen. - Elite verbal and written communication skills. - High School Diploma or equivalent required. Requirements - Prolonged periods of sitting and working on a computer in a fast-paced environment. 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+ Company Description TBA is an Equal Employment Opportunity Employer.

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs. • Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. • Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer. • Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams. • Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency. • Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback. • Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers. • Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs. • Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively. • Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer. • Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams. • Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency. • Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback. • Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers. • Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

• Conduct AI Quality Assurance Reviews – Evaluate AI-generated responses for accuracy, tone, clarity, and effectiveness to ensure a strong human-centered experience. • Train & Tune AI Tools – Identify response gaps, refine prompts, improve training inputs, and test enhancements to increase AI reliability and performance. • Identify Case Deflection & Knowledge Gaps – Analyze support trends and evaluate our internal agent assist AI performance data to uncover content gaps that limit automation effectiveness. • Enhance Knowledge Base Content – Assist in our knowledge base consolidation, optimization, and content analytics to improve AI accuracy and workflow automation. • Support AI Assist Workflow Enablement – Assist in documenting best practices and helping internal teams improve adoption of agent assist AI workflows. • Analyze Customer Support Processes – Review existing workflows to identify inefficiencies and automation opportunities. • Explore AI in Customer Support – Research and assess AI tools such as workforce management, predictive analytics, and automation to enhance customer interactions. • Collaborate Cross-Functionally – Work with the Customer Support Leadership Team and cross-functional teams to align AI initiatives with customer experience improvements. • Present Key Findings – Summarize insights, propose automation strategies, and deliver a final presentation to leadership with recommendations for AI-driven improvements.