Customer Concierge

CUSTOMER CONCIERGE
Department:
Sales

Reports To:

Team Lead, Outside Sales
Final date to receive applications: Apply at  by 12/31/2026 to be considered.

POSITION SUMMARY
The Customer Concierge plays a key role in assisting new customers by providing a seamless transition to Vero Fiber’s services. In this role, you will visit customers at their homes, helping them cancel service with their previous provider, set up home Wi-Fi, and provide training on streaming services. Acting as a trusted guide, the Customer Concierge ensures that every interaction is handled with empathy, professionalism, and efficiency removing barriers and providing a smooth, stress-free onboarding experience.

This is a position ideal for someone who enjoys customer interaction, problem-solving, and delivering white-glove service. This position will work approximately 20-30 hours per week.

RESPONSIBILITIES

• Visit customers at their homes to assist with transitioning to our fiber internet service.
• Guide customers through canceling their existing provider, ensuring a smooth process.
• Set up home Wi-Fi networks and troubleshoot basic connectivity issues.
• Provide hands-on training on streaming services, helping customers cut the cord from traditional cable.
• Clearly explain next steps in the onboarding process and answer customer questions with patience and professionalism.
• Deliver an outstanding customer experience, ensuring customers feel confident and supported.
• Answer questions and address concerns with empathy and professionalism.
• Report customer feedback and common issues to the team for continuous improvement.
• Proactively identify and resolve potential obstacles that could delay service activation.
• Represent Vero Fiber with a customer-first attitude, reinforcing the company’s commitment to service excellence.

CORE COMPETENCIES
There are several competencies required to be successful in this position. The following are some of the most important and definitions of each are included at the end of this job posting:
Safety and Security
, Quality of work
, and Results-Orientation
.

REQUIRED QUALIFICATIONS

• Customer service experience, retail, hospitality, call center, or similar preferred.
• Strong interpersonal skills, friendly, approachable, and patient.
• Excellent communication skills.
• Ability to explain technical concepts in a simple and clear manner.
• Basic understanding of Wi-Fi setup and streaming services (training provided).
• Problem-solving skills and ability to think on your feet.
• Ability to build trust quickly and demonstrate empathy.
• Reliable transportation and ability to travel to customer homes.
• Must have a valid driver’s license, car insurance, a satisfactory driving record, and the use of a reliable personal vehicle.
• Bilingual (English/Spanish)

PREFERRED QUALIFICATIONS

• Experience in telecom, utilities, or subscription-based services.
• Prior concierge, customer success, or high-touch support experience.

JOB DETAILS AND PHYSICAL REQUIREMENTS

• Ability to work outdoors in various extreme weather conditions, such as extreme heat or cold, rain or snow.
• This position requires the ability to stand and walk for extended periods of time.
• This position requires travel within Denver area markets the to fulfill the core duties of the role.
• The schedule for this position is Tuesday through Saturday during normal business hours.
• This position is based in or Denver area markets.
• This is a Nonexempt position.
• This is a staff position.
• This position will work approximately 20-30 hours per week.

COMPENSATION, BENEFITS AND ADDITIONAL INFORMATION

• The anticipated hourly range for this position is $20.00 - $22.00 per hour. Final compensation will be determined based on factors such as the candidate's experience, skills, and internal equity. For Colorado-based applicants, the pay range and benefits listed apply in accordance with the Colorado Equal Pay for Equal Work Act.
• This is a part-time position that accrues Sick Leave; no other benefits are offered for this role.

ABOUT VERO
Vero Broadband was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber…