The Concierge owns the relationship between our clients and our service network. This position serves My City Home Inspector clients, including homebuyers who have booked inspections and homeowners already living in their homes, as well as the Omni companies and approved outside vendors that provide services those clients need.

The purpose of Concierge is to identify what our clients need, connect them with trusted providers, follow those opportunities through completion, and operate a vendor program that produces measurable value for the client, the vendor, and Omni.

Concierge owns the process from identifying a client need through making the appropriate connection, following up, tracking the opportunity, confirming the outcome, and completing the applicable vendor billing.

This position includes a $20 per hour plus an uncapped 5% commission on eligible, verified closed business generated through Concierge.

CLIENT RESPONSIBILITIES

Concierge owns the ongoing Concierge relationship with My City Home Inspector clients.

All assigned day before calls and follow-up calls are the responsibility of Concierge. These calls are an opportunity to provide a better client experience while identifying additional needs surrounding the home.

Concierge is responsible for communicating with clients, identifying services they currently need or expect to need, explaining available Concierge resources, connecting them with the appropriate Omni company or approved vendor, facilitating scheduling when necessary, and following up on open needs.

Every qualified service opportunity must be tracked through completion. Concierge is responsible for knowing whether the client was contacted, whether an appointment or estimate occurred, whether the opportunity closed, the final sale amount when applicable, and why an opportunity was lost when that information is available.

Concierge may also be responsible for follow up with previous CHI clients and homeowners as opportunities are developed to continue serving clients beyond the inspection itself.

The inspection should not represent the end of the client relationship. Concierge creates the connection between the homeowner and the larger network of services available to them.

VENDOR PROGRAM

Concierge owns the day to day operation and development of the Concierge vendor program.

This includes identifying services clients are requesting, determining where vendor coverage is missing or insufficient, researching prospective vendors, contacting and recruiting vendors, communicating the value and expectations of the program, establishing applicable pricing or program arrangements, and coordinating approval when necessary.

Concierge is responsible for the complete onboarding of approved vendors. This includes obtaining required agreements and signatures, contact and billing information, services offered, service areas, pricing or program arrangements, logos, business cards, profile information, lead delivery preferences, billing procedures, and any additional information required to activate and maintain the vendor within the program.

A vendor is not considered fully active simply because an agreement has been signed. Concierge is responsible for getting the vendor completely set up and capable of receiving and servicing opportunities.

VENDOR RELATIONSHIPS & COMMUNICATION

Concierge owns ongoing communication with participating vendors.

This includes sending qualified opportunities, confirming receipt when necessary, following up on outstanding leads, determining whether clients were contacted, obtaining appointment and estimate information, determining whether work was sold, obtaining final closed sale amounts, maintaining current vendor information, handling routine vendor questions, and identifying service or communication problems.

Concierge is responsible for maintaining productive vendor relationships. Vendors who consistently receive no opportunities, fail to respond, fail to report outcomes, or create poor client experiences should be identified and addressed.

The objective is not to build the largest possible vendor list. The objective is to maintain a network of responsive, reliable vendors who receive real opportunities and successfully serve our clients.

LEAD TRACKING

Concierge owns accurate tracking of every Concierge opportunity.

The tracking system should clearly show the client, service requested, date the opportunity was identified, lead source, vendor or Omni company receiving the opportunity, date the opportunity was sent, current

contact status, appointment or estimate status, quoted amount when available, closed or lost status, final closed revenue, required follow up, and final disposition.

An opportunity should never simply disappear after it is handed to a vendor or Omni company. Concierge is responsible for following it until the outcome is known.

Accurate tracking is also required for commission attribution. If a sale cannot be reasonably documented and verified, it cannot be included in commission calculations.

VENDOR BILLING

Concierge owns the operational billing process associated with the vendor program.

This includes tracking billable vendor activity, confirming amounts owed under vendor agreements, preparing or initiating billing, sending invoices according to the established schedule, following up on outstanding balances, documenting payments, identifying discrepancies, and coordinating with accounting when necessary.

At any point, the Concierge should be able to identify what opportunities were sent, what business closed, what vendors owe, what has been billed, and what has been collected.

VENDOR DEVELOPMENT & MARKET NEEDS

Concierge is responsible for identifying opportunities to strengthen and expand the vendor network based on actual client demand.

When clients repeatedly request a service that is not adequately represented in the vendor program, Concierge should identify the need and source appropriate providers.

When an existing vendor receives opportunities but consistently fails to respond or close business, Concierge should identify the problem and determine whether another vendor is needed.

When a vendor consistently responds quickly, closes opportunities, receives positive feedback, and provides a strong client experience, Concierge should recognize that performance and maintain the relationship accordingly.

The vendor program should become stronger as more information is collected about what our clients need and how our vendors perform.

TIME & ACTIVITY TRACKING

The Concierge position is salaried; however, diligent time and activity tracking is required.

Work time will be documented through Timeero, Google Calendar, or other company approved systems. Calendar and time records should accurately represent how the workweek is being used.

The purpose of time tracking is to understand capacity, identify where Concierge time is being spent, improve processes, identify opportunities for automation, and determine when responsibilities or support should be adjusted. Time tracking does not convert the position to hourly compensation.