CUSTOMER CONCIERGE
Department: Sales
Reports To: Team Lead, Texas
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 WiFi, 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 WiFi 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 WiFi 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.
PREFERRED QUALIFICATIONS
- Experience in telecom, utilities, or subscription-based services.
- Prior concierge, customer success, or high-touch support experience.
- Bilingual (English/Spanish) is a plus.
JOB DETAILS AND PHYSICAL REQUIREMENTS
- 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.
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 optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well.
NOTICES
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.
