Senior Digital Concierge

Position Summary

Van Metre Companies is seeking a Senior Digital Concierge for our New Homes Division. The role is primarily in‑person (with some remote) and requires Monday‑Friday 7am‑7pm availability, rotating weekend coverage, and 8‑hour shifts. You will lead and scale Van Metre’s Digital Concierge program, owning day‑to‑day operations and team performance. Your goal is to handle every inbound customer interaction—across calls, web, and digital channels—with speed, clarity, and consistency while driving measurable improvements in engagement, conversion, and satisfaction.

• Team Leadership & Accountability
  • Lead, coach, and develop a high‑performance team of Digital Concierges
  • Set clear KPIs and hold team accountable to results
  • Conduct bi‑weekly 1:1s, call reviews, and structured coaching sessions
  • Manage performance with 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, staffing, scheduling, and coverage across all channels
  • Monitor real‑time queue performance and adjust resources to meet service levels
  • Lead daily/weekly huddles to align priorities 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 and accurate 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 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)
  • Serve as Super Admin of systems used by the Digital Concierge Team
  • Ensure data accuracy, proper lead routing, and timely follow‑up
  • Maintain 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, 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
• Champion digital‑first engagement strategies to increase responsiveness and conversion
• Evaluate, test, and implement AI‑driven tools and automation
• Continuously improve workflows to enhance efficiency and customer experience

• Advanced proficiency in CRM (Hub Spot or similar)
• Experience with call‑tracking and QA platforms such as Call Rail
• Demonstrated ability to manage 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, etc.)
• Experience in a high‑volume inbound sales or customer…