Customer Service Representative (Client Concierge)

About the role

Near is looking for a Client Concierge who will be the first point of contact for homeowners needing assistance with smart home systems. The role involves delivering a calm, empathetic experience over the phone and guiding clients through support options and membership plans.

Key responsibilities

• Provide a “First‑Minute Experience” that acknowledges the issue and reassures the caller.
• Answer, screen, and route incoming calls to the appropriate Technology Specialist.
• Handle high‑stress situations, such as frustrated users or urgent technical problems.
• Explain service tiers, enroll non‑members into appropriate membership plans, and avoid pressure selling.
• Document every interaction in the web‑based ticketing system with accuracy.
• Collaborate with the internal support team to meet SLA targets and ensure seamless client experiences.

Required profile

• Human‑first communicator who values genuine connection over scripts.
• Emotionally attuned and able to sense stress, confusion, or urgency.
• Creates confidence so clients feel “I’ve got you” after the call.
• Calm, patient and comfortable with silence and active listening.
• Detail‑oriented and self‑driven, follows processes precisely.

Required skills

• Experience with CRM or ticketing platforms such as Zendesk or Zoho.
• Familiarity with collaboration tools like Slack.
• Knowledge of incident management tools such as PagerDuty.
• Understanding of communication APIs such as Twilio.
• Proficiency with Google Workspace.