About the Role
The Customer Concierge / Sales Coordinator is a hybrid sales and customer success position that supports the second half of the company's daily customer coverage.
During peak business hours, this role functions as an Inbound Sales Coordinator by:
- Answering incoming calls.
- Responding to web leads.
- Generating estimates.
- Scheduling appointments.
As call volume slows, the role transitions into a Customer Concierge function focused on strengthening long-term customer relationships through:
- Satisfaction follow-up.
- Review generation.
- Customer reactivation.
- Upselling additional services.
- Referral development.
Rather than focusing solely on speed-to-lead, this role emphasizes relationship building, customer loyalty, and maximizing lifetime customer value.
This bilingual position (English and Spanish) supports the South Florida market while ensuring customers receive exceptional service throughout their entire ownership journey.
Key Responsibilities
Sales Coordination
During peak demand, responsibilities include:
- Answer inbound sales calls.
- Respond to inbound web leads within five minutes.
- Build rapport with prospective customers.
- Educate customers on available products and services.
- Generate estimates using company systems.
- Schedule confirmed appointments.
- Maintain accurate CRM records.
- Ensure no inbound opportunity goes unanswered during assigned coverage hours.
Post-Sale Customer Satisfaction
- Contact customers after completed appointments.
- Confirm they received exceptional service.
- Resolve customer concerns before they become negative experiences.
- Escalate service issues to management when appropriate.
- Request online reviews from satisfied customers while their experience is still fresh.
Reviews & Online Reputation
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Generate a consistent flow of five-star customer reviews.
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Track:
- Review Requests
- Reviews Received
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Improve review request timing and messaging.
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Identify outstanding customer experiences for marketing and testimonial opportunities.
Past Customer Reactivation
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Execute structured outreach campaigns to previous customers.
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Promote additional services based on customer history, including:
- Paint Protection Film after Window Tint
- Ceramic Coating after PPF
- Detailing Services
- Additional Household Vehicles
- Residential & Commercial Flat Glass Services
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Reactivate inactive customers.
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Schedule appointments for returning clients.
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Coordinate smooth handoffs to the in-store team.
Relationship Management
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Build ongoing relationships through:
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Stay top-of-mind with previous customers.
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Collect customer vehicle photos and permissions for marketing.
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Support customer referral initiatives.
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Strengthen long-term customer loyalty.
Upsell & Rebooking
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Execute structured follow-up campaigns based on natural product life cycles.
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Present relevant offers at appropriate times.
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Track:
- Upsell Conversations
- Offers Presented
- Revenue Generated
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Increase customer lifetime value through repeat business.
Coverage Responsibilities
Operate as the evening anchor within the company's customer coverage model by:
- Supporting inbound sales during peak business hours.
- Transitioning into customer concierge responsibilities during slower periods.
- Participating in scheduled weekend coverage.
- Maintaining productive utilization throughout the entire shift.
- Ensuring customers always receive timely, professional service.
Reporting & Analytics
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Prepare daily concierge reports.
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Track:
- Post-Sale Calls
- Reviews Requested
- Reviews Received
- Customer Reactivations
- Upsell Appointments
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Report weekly reactivation revenue.
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Maintain CRM accuracy.
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Identify recurring customer feedback and satisfaction trends.
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Recommend opportunities for service improvement.
Additional Responsibilities
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Complete franchise product and sales training.
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Maintain current product knowledge.
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Follow company sales methodology and brand standards.
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Collaborate with:
- Appointment Setter
- Marketing Team
- Store Operator
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Maintain consistent communication standards across:
Qualifications
Required
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Fully bilingual in English and Spanish.
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Excellent written and verbal communication skills.
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Previous experience in:
- Customer Success
- Account Management
- Relationship-Based Sales
- Customer Retention
- High-Touch Customer Service
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Strong relationship-building abilities.
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Comfortable conducting sales conversations and scheduling appointments.
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Excellent organization and follow-up discipline.
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Experience using AI productivity tools such as:
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Self-directed and dependable in a remote work environment.
Preferred
Typical Workday
Beginning of Shift
- Review CRM pipeline.
- Support inbound sales during peak demand.
- Respond to web leads.
- Answer incoming calls.
- Schedule appointments.
Customer Concierge
As call volume slows:
- Contact previous day's completed customers.
- Confirm customer satisfaction.
- Request online reviews.
- Resolve customer concerns.
Customer Reactivation
- Execute outreach campaigns to previous customers.
- Present additional service opportunities.
- Schedule repeat appointments.
- Develop referral opportunities.
Relationship Management
End of Shift
- Update CRM records.
- Document customer interactions.
- Complete handoff for overnight or automated coverage.
Typical Workweek
Monday
- Review customer pipeline.
- Execute inbound sales coverage.
- Begin customer satisfaction follow-up.
Tuesday – Thursday
- Continue inbound sales support.
- Manage review generation.
- Execute customer reactivation campaigns.
- Develop customer relationships.
Friday
- Review weekly customer metrics.
- Deliver performance reports.
- Prepare for weekend coverage.
Weekend Rotation
- Participate in scheduled customer coverage.
- Respond to customer inquiries.
- Continue follow-up and relationship-building activities.
Performance Evaluation & Accountability
This role reports directly to the Store Operator while collaborating with the Appointment Setter and the broader virtual sales team.
Performance is evaluated based on both sales coordination and customer relationship management.
Key Performance Indicators (KPIs)
- Generate a consistent number of new five-star customer reviews.
- Increase appointments and revenue generated through customer reactivation.
- Improve upsell conversion rates across existing customers.
- Maintain high customer satisfaction through proactive follow-up and issue resolution.
- Achieve strong appointment booking and show-up rates during inbound sales coverage.
- Maintain accurate CRM records throughout post-sale and reactivation workflows.
- Deliver consistently professional customer interactions measured through call quality reviews.
Software & Tools
CRM & Sales
Scheduling & POS
Communication
- Cloud Phone System
- WhatsApp
- SMS
- Email
Training
- Franchise Online Learning Platform
AI Productivity
Training & Onboarding
Week 1 – Orientation
Week 2 – Guided Customer Support
- Begin live customer calls.
- Conduct post-sale follow-up.
- Receive coaching through recorded call reviews.
Week 3 – Independent Production
- Independently manage post-sale customer relationships.
- Execute first customer reactivation campaign.
- Participate in daily performance reviews.
Week 4 – Full Ownership
- Assume ownership of the complete evening coverage window.
- Manage both inbound sales coordination and concierge responsibilities.
- Continue weekly coaching and ongoing product training.
Work Environment Requirements
- Fully remote position.
- Reliable high-speed internet connection (minimum 50 Mbps).
- Backup internet connection strongly preferred.
- Quiet, distraction-free home office.
- Professional noise-canceling headset.
- Modern computer capable of running multiple cloud-based applications simultaneously.
- Dual-monitor setup strongly preferred.
- Availability aligned with the assigned evening schedule, including weekend rotations.
Why This Role Is Important
The Customer Concierge / Sales Coordinator extends the customer experience beyond the initial sale, ensuring every customer receives exceptional service before, during, and after their appointment. By combining inbound sales support with proactive relationship management, review generation, customer reactivation, and upselling, this role directly increases customer satisfaction, strengthens brand reputation, drives repeat business, and maximizes lifetime customer value while supporting the company's long-term growth and expansion.
About the Company
A fast-growing luxury automotive styling company operating within a national franchise network is expanding its centralized sales and customer experience operation.
The company provides premium automotive and architectural services, including:
- Automotive Window Tint
- Architectural Window Tint
- Paint Protection Film (PPF)
- Ceramic Coating
- Auto Detailing
- 12-Volt Electronics
- Wheels & Tires
The business generates a high volume of inbound demand through:
- Phone Calls
- Website Inquiries
- Corporate Marketing Campaigns
In addition to a constant flow of new leads, the company has a substantial database of previous customers with significant repeat business potential.
To maximize customer lifetime value, the company is building a centralized sales and concierge department responsible for both converting new opportunities and nurturing existing customer relationships. This scalable model is designed to support continued expansion into multiple franchise locations.