Senior Digital Concierge

Overview

At Van Metre, we believe that each employee contributes directly to our growth, success, and culture, and are seeking a candidate who loves to challenge themselves and work with others to fulfill this role. Van Metre Companies has a Senior Digital Concierge position available in our New Homes Division!

This is a primarily in-person role (with some remote) with the working hours of Monday-Friday, 7am-7pm with rotating weekend coverage and 8-hour shifts.

• Team Leadership & Accountability
  • Lead, coach, and develop a high-performance team of Digital Concierges
  • Set clear KPIs and performance expectations; hold team accountable to results
  • Conduct bi-weekly 1:1s, call reviews, and structured coaching sessions
  • Manage performance through recognition, coaching plans, and corrective action when needed
  • Foster a culture of urgency, ownership, and continuous improvement
• Day-to-Day Operations Management
  • Own daily team operations, including staffing, scheduling, and coverage across all channels
  • Monitor real-time queue performance and adjust resource distribution to meet service levels
  • Lead daily/weekly team huddles to align priorities, volume, and performance focus
  • Ensure consistent execution of all concierge workflows and SOPs
• Inbound Experience & Quality Excellence
  • Ensure all inbound inquiries are handled within defined response time standards
  • Maintain a high bar for communication quality, including professionalism, accuracy, and effective needs discovery
  • Monitor and improve call handling, digital communication, and follow-up practices
  • Step in as needed to support volume, model best practices, and maintain coverage
• SOP Development, Training & Adoption
  • Develop, document, and continuously refine standard operating procedures (SOPs)
  • Lead onboarding and ongoing training to ensure consistent execution
  • Audit adherence to SOPs and address gaps through coaching and process updates
  • Identify workflow inefficiencies and implement improvements
• Systems & Data Management
  • Oversee effective use of CRM (Hub Spot) and call tracking tools (Call Rail)
  • Become Super Admin of systems Digital Concierge Teamuses
  • Ensure data accuracy, proper lead routing, and timely follow-up
  • Ensure team is maintaining clean, consistent documentation of all customer interactions
  • Identify and resolve gaps in system usage or process execution
• Funnel Ownership & Conversion Optimization
  • Own performance from initial inquiry through successful handoff or resolution
  • Identify and remove friction points that delay or prevent conversion
  • Partner with Sales, Warranty, and Home Services to improve appointments set, show rates, and handoff quality
  • Ensure a seamless and consistent customer journey across all touchpoints
• Workforce Planning & Capacity Management
  • Forecast inbound volume trends and align staffing accordingly
  • Optimize schedules to ensure coverage during peak demand, including weekends
  • Partner with leadership on hiring needs, onboarding, and ramp timelines
• Performance Monitoring & Business Insights
  • Track, analyze, and report on key performance metrics
  • Deliver weekly and monthly insights with actionable recommendations
  • Identify trends in customer behavior, lead quality, and team performance
  • Provide feedback to leadership to improve lead generation and messaging
• Miscellaneous
• Champion digital-first engagement strategies to increase responsiveness and conversion
• Evaluate, test, and implement AI-drive tools and automation
• Continuously improve workflows to enhance efficiency and customer experience

• Advanced proficiency in CRM (Hub Spot or similar)
• Experience using call tracking and QA platforms such as Call Rail or similar
• Demonstrated ability to manage and respond across multiple digital channels (phone, email, chat) in a fast-paced environment
• Intermediate proficiency in Excel
• Experience developing, documenting, and training on SOPs and workflows
• Proven ability to maintain high data accuracy and process consistency across a team

• Experience in optimizing or administering CRM systems, including workflow design and process improvement
• Familiarity with AI-driven tools (chatbots, automated responses, call transcription, or similar technologies)
• Experience in a high-volume inbound sales or customer experience environment
• Understanding of system integrations between CRM, marketing platforms, and call tracking tools
• Experience in building reporting dashboards and delivering performance insights to leadership
• 2-5 years experience in managing a team that requires constant performance feedback
• 5+ years background in customer-driven industry, ex: real estate or sales

Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds.

• Salary: $100,000 - $120,000 annually (Pay is commensurate with experience, education,…