Customer Concierge — Customer Care

Job overview

The Customer Concierge role is onsite in Carlsbad, CA. Compensation is not specified. The position supports the Customer Care department at John Stevenson Plumbing, Heating & Air, guiding customers from first contact through post-service follow-up. The concierge manages inbound and outbound communications, schedules service, and coordinates with dispatch, sales, and field teams. The role helps keep customers informed and supports a consistent service experience through accurate records and timely follow-up.

What you'll do

• Call customers to confirm appointments, schedule maintenance, and follow up on estimates and recommendations
• reconnect with customers after automated interactions
• conduct post-service follow-ups
• contact customers about renewals and tune-ups
• answer overflow and after-hours calls
• book appointments in ServiceTitan
• provide information on services, pricing, warranties, and scheduling
• de-escalate concerns
• maintain call notes and customer records
• coordinate with internal teams
• monitor open opportunities
• and track booking, follow-up, and satisfaction metrics.

What we're looking for

Skills & competencies

customer concierge

customer care

inbound calls

outbound calls

appointment scheduling

servicetitan

customer follow-up

carlsbad ca

john stevenson plumbing heating and air

home services

Work arrangement

• Weekend coverage required

Benefits & perks

• The posting describes a team that values employee input, training, recognition, and career growth.

Why this role

The posting seeks 2+ years of customer service, dispatch, or call-center experience, preferably in home services, and familiarity with ServiceTitan or similar software. It also mentions comfort with automation tools such as Broccoli or AI-assisted customer-contact platforms.

About the employer

John Stevenson Plumbing Heating and Air is hiring for this role. Industry: Plumbing, Heating, and Air-Conditioning Contractors. Sector: 23.