Customer Concierge

CUSTOMER CONCIERGE

Department:
Sales

Reports To:

Team Lead, Texas

Location:

Texas Markets – Snyder

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.

• 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.

Key competencies for success include Safety and Security, Quality of Work, and Results‑Orientation.

• Customer service experience (retail, hospitality, call center, or similar).
• 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.
• Ability to speak bilingual (English/Spanish) is a plus.

• Work outdoors in various weather conditions; ability to work under extreme heat or cold, rain, or snow.
• Requires standing and walking for extended periods.
• Requires extensive travel to fulfill core duties.
• Schedule:
  
  Tuesday through Saturday during normal business hours.
• Location:
  
  Texas markets.
• Position is non‑exempt.
• Staff position.

• Hourly rate: $20.00 – $22.00 per hour (final compensation based on experience, skills, and internal equity).
• Medical plans: 4 options to choose from.
• Dental and vision insurance.
• Life insurance and AD&D.
• Voluntary life insurance.
• Disability insurance.
• 401(k) retirement plan with employer match.
• 15 paid time off days, 9 paid holidays, and 2 floating holidays.

Vero participates in E‑Verify to confirm work authorization. Applicants must pass a standard background check and provide at least two professional references. The position may require pre‑employment drug screening as required by company policy. Vero is an equal opportunity employer; all qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, or protected veteran status.