Customer Concierge

**Customer Concierge** **About Us** Kubala Windows & Doors is a growing home improvement company serving homeowners throughout Massachusetts and Connecticut. We specialize in window and door replacement and are known for delivering a professional, organized, and customer-focused experience from start to finish. We are looking for a **Customer Concierge** to help guide customers through their project journey and make sure every customer feels informed, supported, and confident throughout the process. **Position Summary** The Customer Concierge is a key customer-facing role responsible for supporting homeowners after they choose Kubala for their window or door project. This person will communicate with customers, coordinate important project updates, confirm appointments, document conversations, and work closely with our internal team to help create a smooth and professional customer experience. This role is ideal for someone who is friendly, organized, detail-oriented, confident on the phone, and excellent at follow-up. **Key Responsibilities** * Serve as a main point of contact for customers during their project journey * Make outbound calls to confirm appointments, project updates, and customer satisfaction * Help customers understand what to expect at each stage of the process * Coordinate with internal departments to keep projects moving smoothly * Document customer conversations and updates clearly in the company CRM * Follow company scripts, checklists, and communication standards * Help identify and route customer questions or concerns to the appropriate team member * Support a positive customer experience before, during, and after installation * Assist with customer follow-up, review requests, and referral conversations * Maintain a warm, professional, and organized communication style **What We’re Looking For** * Excellent phone communication skills * Friendly, professional, and customer-focused personality * Strong attention to detail * Highly organized and dependable * Comfortable following a process and using scripts * Strong follow-up skills * Ability to manage multiple customer conversations and project updates * Ability to stay calm and professional with confused or upset customers * Comfortable working with a CRM or learning new software * Team-oriented and willing to coordinate with sales, production, office, and management teams **Preferred Experience** * Customer service experience * Call center experience * Scheduling or project coordination experience * CRM experience * Home improvement, remodeling, construction, windows, doors, or trades experience is helpful but not required **Compensation** This position pays **$60,000 annually**. A bonus structure may be added in the future as the company continues to define the role, performance expectations, and measurable KPIs. **Schedule** Full-time position. Exact schedule to be discussed during the interview process. **Why Join Kubala?** * Stable and growing local company * Important customer-facing role * Supportive team environment * Opportunity to help build and improve a key customer experience position * Work for a company focused on quality, accountability, and customer satisfaction **Ideal Candidate** The ideal Customer Concierge is someone who enjoys helping people, staying organized, and making sure details do not fall through the cracks. This person should be able to make customers feel comfortable while also keeping the company process on track. The right candidate will take ownership of communication, follow up consistently, and help create a 5-star customer experience. **Apply Today** If you are organized, professional, great with people, and want to play an important role in the customer experience, we would love to hear from you. **Kubala Windows & Doors — Local team. Real results. Real growth.** Job Type: Full-time Pay: From $60,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Paid time off * Professional development assistance * Vision insurance Work Location: In person