About this opportunity
Insight Global lists this Plumbing Concierge opportunity in philadelphia, Pennsylvania. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.