Customer Concierge

Customer Concierge

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 customer homes, help them cancel previous service, set up Wi‑Fi, and provide training on streaming services. Acting as a trusted guide, you will ensure that every interaction is handled with empathy, professionalism, and efficiency—removing barriers and creating a smooth, stress‑free onboarding experience.

• 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.

• Safety and Security
• Quality of work
• Results‑Orientation

• 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.
• Comfortable working part‑time with a flexible schedule.

• Experience in telecom, utilities, or subscription‑based services.
• Prior concierge, customer success, or high‑touch support experience.
• Bilingual (English/Spanish) is a plus.

• Spends time in an outside environment for extended periods in any season, with exposure to inclement weather.
• Requires the ability to stand and walk for extended periods of time.
• Requires extensive travel to fulfill core duties.
• The schedule is Tuesday through Saturday during normal business hours.
• Position is based in Texas markets.
• This is a non‑exempt staff position.

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‑optic‑based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner—adding jobs, supporting local causes, and improving connectivity for schools and rural healthcare.

Vero participates in E‑Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I‑9 to confirm work authorization. For more information about E‑Verify, please visit: www.e‑verify.gov.
This position requires the ability to pass a standard background check upon offer of position.
At least 2 professional references are required.

All offers of employment are contingent upon candidates successfully completing a pre‑employment drug screen in compliance with our company policy.

As part of the hiring process for this position, you will be required to:

• Accept a Conditional Offer of Employment.
• Successfully pass a Post‑Offer, Pre‑Employment Drug Test before your official start date.
• Compliance is strictly administered under the guidelines of the Vero Drug & Alcohol Testing Policy and Procedure.

Important Policy Notes:

• Substances Tested:
Amphetami…