Senior Digital Concierge
$100k - $120k USD
At Van Metre, we believe that each employee contributes directly to our growth, success, and culture, and are seeking a candidate who loves to challenge themselves and work with others to fulfill this role. Van Metre Companies has a Senior Digital Concierge position available in our New Homes Division!
This is a primarily in-person role (with some remote) with the working hours of Monday-Friday, 7am-7pm with rotating weekend coverage and 8-hour shifts.
Position Summary:
The Senior Digital Concierge leads and scales Van Metre’s Digital Concierge program, owning both day-to-day operations and team performance. This role ensures every inbound customer interaction—across calls, web, and digital channels—is handled with speed, clarity, and consistency, while driving measurable improvements in engagement, conversion, and customer satisfaction.
This is a player-coach role responsible for team performance, process excellence, and continuous optimization of the digital customer experience.
Key Responsibilities:
- Team Leadership & Accountability
- Lead, coach, and develop a high-performance team of Digital Concierges
- Set clear KPIs and performance expectations; hold team accountable to results
- Conduct bi-weekly 1:1s, call reviews, and structured coaching sessions
- Manage performance through recognition, coaching plans, and corrective action when needed
- Foster a culture of urgency, ownership, and continuous improvement
- Day-to-Day Operations Management
- Own daily team operations, including staffing, scheduling, and coverage across all channels
- Monitor real-time queue performance and adjust resource distribution to meet service levels
- Lead daily/weekly team huddles to align priorities, volume, and performance focus
- Ensure consistent execution of all concierge workflows and SOPs
- Inbound Experience & Quality Excellence
- Ensure all inbound inquiries are handled within defined response time standards
- Maintain a high bar for communication quality, including professionalism, accuracy, and effective needs discovery
- Monitor and improve call handling, digital communication, and follow-up practices
- Step in as needed to support volume, model best practices, and maintain coverage
- SOP Development, Training & Adoption
- Develop, document, and continuously refine standard operating procedures (SOPs)
- Lead onboarding and ongoing training to ensure consistent execution
- Audit adherence to SOP's and address gaps through coaching and process updates
- Identify workflow inefficiencies and implement improvements
- Systems & Data Management
- Oversee effective use of CRM (HubSpot) and call tracking tools (CallRail)
- Become Super Admin of systems Digital Concierge Teamuses
- Ensure data accuracy, proper lead routing, and timely follow-up
- Ensure team is maintaining clean, consistent documentation of all customer interactions
- Identify and resolve gaps in system usage or process execution
- Funnel Ownership & Conversion Optimization
- Own performance from initial inquiry through successful handoff or resolution
- Identify and remove friction points that delay or prevent conversion
- Partner with Sales, Warranty, and Home Services to improve appointments set, show rates, and handoff quality
- Ensure a seamless and consistent customer journey across all touchpoints
- Workforce Planning & Capacity Management
- Forecast inbound volume trends and align staffing accordingly
- Optimize schedules to ensure coverage during peak demand, including weekends
- Partner with leadership on hiring needs, onboarding, and ramp timelines
- Performance Monitoring & Business Insights
- Track, analyze, and report on key performance metrics
- Deliver weekly and monthly insights with actionable recommendations
- Identify trends in customer behavior, lead quality, and team performance
- Provide feedback to leadership to improve lead generation and messaging
- Digital Strategy & Innovation
- Champion digital-first engagement strategies to increase responsiveness and conversion
- Evaluate, test, and implement AI-drive tools and automation
- Continuously improve workflows to enhance efficiency and customer experience
Required Qualifications:
- Advanced proficiency in CRM (HubSpot or similar)
- Experience using call tracking and QA platforms such as CallRail or similar
- Demonstrated ability to manage and respond across multiple digital channels (phone, email, chat) in a fast-paced environment
- Strong data analysis skills
- Intermediate proficiency in Excel
- Experience developing, documenting, and training on SOPs and workflows
- Proven ability to maintain high data accuracy and process consistency across a team
Preferred Qualifications:
- Experience in optimizing or administering CRM systems, including workflow design and process improvement
- Familiarity with AI-driven tools (chatbots, automated responses, call transcription, or similar technologies)
- Experience in a high-volume inbound sales or customer experience environment
- Understanding of system integrations between CRM, marketing platforms, and call tracking toold
- Experience in building reporting dashboards and delivering performance insights to leadership
- 2-5 years experience in managing a team that requires constant performance feedback
- 5+ years background in customer-driven industry, ex: real estate or sales
Compensation and Benefits information: Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds.
- Salary: $100,000 - $120,000 annually (Pay is commensurate with experience, education, training, and skills) + annual Bonus potential
- Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days off, Two Personal Days, Day off for Annual Physical, Day off for your Birthday; Comprehensive Parental and Bonding Leave
- Insurance Benefits: Medical and Dental Coverage through Cigna; Vision Coverage through EyeMed; Life, AD&D, Disability Insurance; Flexible Spending Account
- Retirement Planning: Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches
- Wellness: Annual Wellness Reimbursement of up to $900
- Professional Development: Tuition Reimbursement; company paid certifications, memberships, and licensures; mentoring programs; growth paths; regular performance evaluations and training opportunities
- Discounts: Rental and Van Metre Home purchase discounts; employee discount through Walker Title Company; employee discount through Intercoastal Mortgage
Van Metre Core Values
Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance
Van Metre Mission Statement
The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company’s founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company’s emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the “Van Metre” signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.
