Account Management & Sales

V.I.P. Mortgage, Inc.; Chicago (IL); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading mortgage company is seeking a Home Concierge to enhance client experiences throughout the real estate process. This role combines customer service and consultative sales, providing essential support in utilities setup, maintenance, and logistics. Ideal candidates have strong communication skills and experience in client-facing roles, demonstrating an ability to adapt to dynamic environments. The position offers a remote work schedule during regular business hours.

Qualifications

• 2-4 years of experience in customer service, sales, or related fields.
• Excellent verbal and written communication skills.
• Ability to adapt to client needs and manage priorities.

Responsibilities

• Manage an assigned group of clients and respond to client inquiries.
• Act as a trusted advisor for home services and solutions.
• Maintain accurate client profiles using CRM software.

Skills

Communication Skills

Customer Service

Organizational Skills

Problem Solving

Attention to Detail

Education

High School Diploma or GED

Bachelor's degree in Business Administration, Management, Marketing or Communications

Tools

CRM systems

Job description

SUMMARY

Are you passionate about helping people and love the idea of simplifying complex processes for others? We're looking for a Home Concierge to join our dynamic team and deliver exceptional support to our clients throughout their real estate journey.

ABOUT THE ROLE

As a Home Concierge, you will act as a trusted advisor and service consultant, supporting clients during one of the most important transitions of their lives-buying, selling, or leasing a home.

This role blends account management, customer service, and consultative sales. You will be the go-to expert for clients, helping them navigate essential and non-essential home services like utilities setup, maintenance coordination, and move-in/move-out logistics.

You will field inbound/outbound calls, identify client needs, and recommend tailored service solutions that make their lives easier-all while building trust and strengthening relationships.

ESSENTIAL JOB FUNCTIONS

• Manages an assigned group of clients "book of business" for the company.
• Considered in-house industry experts within the moving and real estate adjacent industries.
• Respond to and manage client inquiries primarily via phone, providing comprehensive information about available home services (i.e. utilities, internet, TV, movers, home security, home maintenance, etc.).
• Act as a trusted advisor, understanding any given client's needs and offering personalized recommendations for home services and providers (i.e. consulting, price-point comparisons, etc.).
• Make key decisions for both the company and clients regarding expectations and timelines.
• Utilize CRM systems proficiently to log interactions, manage client profiles, track service requests, task management, and ensure accurate record-keeping.
• Collaborate with internal teams and external partners to facilitate service activations, disconnections, transfers, and troubleshooting.
• Maintain a deep understanding of service guidelines and best practices for various providers and regions.
• Track, maintain, and oversee the relationships between clients, realtors, and the company.
• Engage in conflict resolution and management.
• Discover and address lapses in processes that can affect a client's experience with the service.
• Collaborate with various departments to improve systematic processes.
• Continuously learn about new services, products, and industry trends to enhance client support.
• Maintaining a high level of service and communication during business hours, especially pertaining to client/partner inquiries, securing service/sales opportunities, and the coordination of service starts/stops.
• Completing service requests by the requested due date.
• Other duties as assigned.

WHAT WE ARE LOOKING FOR

• Exceptional Communication Skills: Clear, articulate, and empathetic communicator, both verbally and in writing. Can simplify complex information and build rapport quickly.

• Customer Service Experience: Proven experience in a client-facing role, with a strong commitment to delivering outstanding service.

• Effective Organizational Skills: The importance of the ability to get organized, stay organized, and efficiently recover from an organizational failure.

• CRM Proficiency: Hands-on experience with CRM software is a must, demonstrate ability to navigate systems efficiently and maintain accurate data.

• Consultative Approach to "Sales": While this isn't a hard-selling role, the concierge should possess natural sales acumen - the ability to identify opportunities to assist clients and gently guide them toward beneficial solutions.

• Flexibility: Adaptable and comfortable working in a dynamic environment, ready to manage shifting priorities and client needs.

• Problem-Solver: Enjoy finding solutions and resourceful in overcoming challenges without immediate direction or supervision to ensure client success.

• Attention to Detail: Ensure all client information and service requests are captured accurately.

QUALIFICATIONS

• High School Diploma or GED.
• Bachelor's degree in 'Business Administration, Business Management, Advertising, Marketing or Communications' preferred, or
• 2-4 years of experience in data entry, customer service, sales, or related fields.
• Excellent verbal and written communication skills.
• Must have and display good ethics and professionalism.

OFFICE ENVIRONMENT

• Remote Schedule, Monday-Friday regular business hours.
• Must have a dedicated, quiet workspace with a reliable internet connection.

PHYSICAL DEMANDS

• Dexterity of hands to operate a computer keyboard.
• Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
• Hearing and speaking to communicate and provide information to others.
• Prolonged periods sitting at a desk and working on a computer.