Project Concierge

Renewal by Andersen Metro & Midwest; Hayward (CA); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险

Paid vacation, sick leave, and company

Job summary

Renewal by Andersen Metro & Midwest in Hayward, CA is seeking a Project Concierge who owns the homeowner journey from scheduling through final inspection, coordinating with field teams and processing milestone payments.

The role requires exceptional communication, organization, and the ability to thrive in a fast-paced environment; onsite 40 hours/week with a focus on delivering world-class customer experiences.

Qualifications

• 3–5 years in high-volume customer service or project coordination.
• Excellent verbal and written communication with the ability to de-escalate complex residential customer situations.
• Strong organizational skills with the capacity to manage a large book of active business with absolute precision.
• Experience in payment processing or accounts receivable in a customer-facing role is a plus.

Responsibilities

• Be the primary point of contact for homeowners throughout the project lifecycle.
• Provide proactive milestone communications and updates at key milestones.
• Coordinate with Field Operations Managers and installation crews to resolve issues.
• Process and secure start and final installment payments using company platforms.
• Log all customer interactions and project milestones in the CRM in real time.
• Schedule municipal inspections and coordinate with homeowners on availability.
• Resolve customer concerns with a solutions-first approach.
• Support post-project surveys and participate in team coaching loops.

Skills

Communication skills

Customer service

Project coordination

Independent worker

Tools

Microsoft Office

Windows

Job description

The Project Concierge is the homeowner's dedicated point of contact and operational partner from the moment an installation is scheduled through final inspection closure. This role owns the full customer journey—managing proactive communication at every project milestone, coordinating across internal field teams, processing milestone payments, and ensuring every homeowner receives a seamless, world-class experience. We are looking for an execution-focused professional with exceptional communication and organizational skills who thrives in a fast-paced, high-accountability environment.

Primary Responsibilities:

• Serve as the primary point of contact for homeowners throughout the entire project lifecycle, from initial scheduling through final inspection alignment.
• Conduct structured outreach at every key milestone: welcome introduction, 2-day pre-installation reminder, job start confirmation, end-of-day progress updates, and post-installation follow-up.
• Verify that all project materials, documentation, and crew logistics are confirmed and locked prior to each scheduled installation start.
• Monitor active installations in real time, coordinating with Field Operations Managers and installation crews to proactively resolve same-day issues as they arise.
• Own the daily operational closeout logs, accurately capturing project completion status, material tracking, and customer sentiment for cross-functional visibility.
• Manage project timelines that extend beyond a single day, coordinating completion schedules and providing clear updates to homeowners awaiting custom backordered materials.
• Schedule and coordinate municipal inspections in direct alignment with homeowner availability and project completion status.
• Process and secure start and final installment payments using company-approved platforms and accounts receivable procedures.
• Audit account reports and systematically follow up on outstanding territory balances professionally and promptly.
• Log all customer interactions, operational notes, and project milestones accurately and in real time across corporate CRM and internal platforms.
• Resolve customer concerns—including scheduling realignments, quality issues, and payment objections with impeccable professionalism and a solutions-first approach.
• Maintain an elite standard of customer satisfaction as measured by post-project surveys and participate in monthly team development and coaching loops.

Qualifications:

• 3-5 years of experience in high-volume customer service, client relations, or project coordination
• Exceptional verbal and written communication skills with the demonstrated ability to de-escalate complex residential customer situations
• Strong organizational skills and the capacity to manage a large book of active business with absolute precision
• Comfortable navigating multiple database software platforms simultaneously; proficiency in Microsoft Office and Windows required
• Ability to work independently, respect operational timelines, and meet time-sensitive commitments in a fast-paced environment
• Experience in payment processing, collections, or accounts receivable in a customer-facing role is a plus
• Background in home improvement, construction, or residential field services is a plus

Compensation and Benefits package:

• $26.00-$28.00 per hour, plus ample bonus structure
• Comprehensive medical, dental, vision, and life insurance packages.
• Paid vacation, sick leave, and corporate holidays.

Schedule:

• 8:30am-5:30pm, 40 hours/week
• Onsite in our Hayward office

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