Customer Concierge

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 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 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. 

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. 
• A valid driver’s license, car insurance, a satisfactory driving record, and the use of a reliable personal vehicle. 

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. 

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.  
• 4 Medical plans with employer contributions for employees and dependents
• 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

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.

Pre-Employment Screening Requirement for this Safety Sensitive Role

At Vero Broadband, our commitment to a safe, healthy, and productive work environment is paramount. All offers of employment are contingent upon candidates successfully completing a pre-employment drug screen in compliance with our company policy.

Drug Screen Requirement Details:
As a 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.
• This requirement is strictly administered under the guidelines of the Vero Drug & Alcohol Testing Policy and Procedure to ensure a safe workplace, free from the effects of substance abuse, as outlined in our commitment to safety.

• Substances Tested: The screening will test for a range of substances and their metabolites, including (but not limited to) Amphetamines, Cocaine, Opiates, and PCP. Marijuana (THC) is not tested in pre-employment screens.
• Failure to pass the required drug screen or refusal to comply with testing procedures will result in the offer of employment being rescinded. We encourage all applicants to review the full policy upon request for a complete understanding of our standards.
• Safety-Sensitive Roles: This requirement applies to all applicants seeking employment. If this role is defined as Safety-Sensitive (involving risk of injury or harm to the general public), be aware that subsequent Random Testing and Post-Accident Testing will be conditions of continued employment. Marijuana (THC) is tested in Post-Accident and Random Testing.

Vero Fiber

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