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The Whisper Outdoor Concierge Specialist serves as the dedicated point of contact for Whisper Concierge Club Members, delivering a premium, white-glove customer experience throughout the ownership journey.

This role is responsible for managing VIP customer interactions, coordinating service requests, facilitating warranty claims, scheduling Video Remote Assistance (VRA) appointments, and ensuring members receive proactive communication and expedited support. The ideal candidate is highly organized, customer-focused, detail-oriented, and committed to delivering exceptional service while maintaining a sense of ownership over every customer interaction.

Essential Duties and Responsibilities

Concierge Customer Support

• Answer incoming Whisper Outdoor Concierge calls and maintain a premium customer experience.
• Verify customer membership status and account information.
• Build rapport and establish trust with Concierge Club Members.
• Serve as a dedicated advocate for members throughout the ownership experience.
• Provide proactive communication and follow-up on open cases.

Case Management

• Create, update, and manage customer service and warranty cases within Salesforce.
• Ensure all Concierge cases are assigned VIP priority.
• Assign appropriate case managers based on product category.
• Monitor case progress and ensure timely follow-up.
• Serve as a third-level owner on Concierge cases to ensure accountability and resolution.

Warranty Claim Facilitation

• Gather claim details and accurately document customer concerns.
• Conduct comprehensive call recaps to ensure understanding and accuracy.
• Coordinate the collection of photos, videos, and supporting documentation.
• Present customers with available options for claim progression, including:
• • Video Remote Assistance (VRA)
  • Email-based information requests
• Ensure all required information is received and documented.

Video Remote Assistance (VRA) Coordination

• Schedule VRA appointments through the Whisper Concierge scheduling calendar.
• Coordinate appointments between customers and assigned case managers.
• Send appointment confirmations and reminders.
• Create internal tasks and documentation to support successful VRA completion.

Communication & Follow-Up

• Provide regular claim status updates to customers.
• Communicate professionally through phone, email, text, and Salesforce.
• Maintain accurate notes and documentation on all customer interactions.
• Ensure customers receive timely updates even when no significant changes have occurred.

Cross-Department Coordination

• Work closely with:
• • Customer Service
  • Warranty Administration
  • Technical Support
  • Parts Department
  • Shipping Department
  • Third-Party Service Providers
• Assist with expediting parts orders and service requests when necessary.
• Coordinate overnight shipments and priority service actions for Concierge members.

Concierge Membership Benefits Administration

• Ensure Concierge benefits are applied appropriately.
• Verify eligibility for:
• • Expedited service scheduling
  • Labor warranty trip charge waivers
  • Parts and accessory discounts
  • Priority claim handling

Qualifications

Required

• High school diploma or equivalent.
• Minimum 2 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Ability to remain calm and professional during difficult customer interactions.
• Proficiency with Microsoft Office, Outlook, and CRM systems.
• Strong attention to detail and follow-through.

Preferred

• Salesforce experience.
• Warranty administration experience.
• Service scheduling experience.
• Experience in luxury hospitality, concierge services, customer success, or premium customer support environments.
• Knowledge of hot tubs, swim spas, golf carts, UTVs, or outdoor recreation products.

Core Competencies

Successful Whisper Outdoor Concierge Specialists demonstrate:

• Exceptional customer service skills
• Professionalism and empathy
• Ownership mentality
• Attention to detail
• Effective communication
• Problem-solving ability
• Time management
• Adaptability
• Teamwork and collaboration
• Ability to prioritize multiple tasks in a fast-paced environment

Performance Expectations

Success in this role will be measured by:

• Customer satisfaction scores
• Response time performance
• Follow-up completion rates
• Case resolution timeliness
• VRA scheduling accuracy
• Documentation quality
• Concierge member retention and engagement
• Adherence to Whisper Outdoor Concierge SOPs

Why Join Whisper Outdoor Concierge?

The Whisper Outdoor Concierge Team provides an elevated service experience that goes beyond traditional customer support. Team members play a critical role in creating lasting customer relationships and delivering the premium ownership experience that defines the Whisper Outdoor brand. This position offers the opportunity to make a direct impact on customer satisfaction while working within a collaborative, customer-first culture.

In 1996, our founder and CEO, Dave Hatley, had a vision of creating affordable luxuries without compromising on quality. His humble beginnings in rural Elizabethton, TN, inspired him to start a business committed to delivering high-quality products at affordable prices, so families could access premium living solutions without paying extra.

What began as a company selling pools and spas transformed into the largest employee-owned hot tub manufacturing plant in the United States, producing hot tubs, swim spas, and cold plunges. With almost 100 locations nationwide and over 700 employees, we remain committed to growth. In 2021, we entered the golf cart industry, reimagining what a golf cart could do and what it could become. We’ve since acquired a UTV and pontoon manufacturer, opening the doors for greater product expansion, innovation, and a bold new chapter—strengthening our vision to deliver a complete, elevated outdoor lifestyle experience.

This leap set a new trend that shaped who we are today: a brand with a variety of leisure products dedicated to elevated, modern outdoor living. We believe outdoor spaces inspire relaxation, connection, and adventure, and we pride ourselves on delivering solutions that help you make the most of every moment.

At Whisper Outdoor, we’re redefining what it means to experience outdoor living.