Customer Concierge

CUSTOMER CONCIERGE
Department:
Sales

Reports To:

Team Lead, Texas

Location:

Texas Markets - Uvalde

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 part-time position ideal for someone who enjoys customer interaction, problem-solving, and delivering white-glove service.

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.

• 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 potential exposure to inclement weather.  Therefore, this position requires the 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 extensive travel 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 our Texas markets.
• This is a Nonexempt position.
• This is a staff position.

• Applications are accepted on a rolling basis; initial review expected to begin April 1, 2026. This post will remain open through December 31, 2026.
• The anticipated annual 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.
• 4 Medical plans to choose from
• Dental, and Vision insurance
• Life Insurance and AD&D
• Voluntary Life Insurance
• Disability Insurance
• 401(k) retirement plan + employer match
• 15 PTO days, 9 paid holidays + 2 floating holidays