Senior Digital Concierge
Van Metre Homes, Ashburn, VA, United States
Position Summary
Van Metre Companies is seeking a
Senior Digital Concierge
for our New Homes Division. The role is primarily in‑person (with some remote) and requires Monday‑Friday 7am‑7pm availability, rotating weekend coverage, and 8‑hour shifts. You will lead and scale Van Metre’s Digital Concierge program, owning day‑to‑day operations and team performance. Your goal is to handle every inbound customer interaction—across calls, web, and digital channels—with speed, clarity, and consistency while driving measurable improvements in engagement, conversion, and satisfaction.
Key Responsibilities
Team Leadership & Accountability
Lead, coach, and develop a high‑performance team of Digital Concierges
Set clear KPIs and hold team accountable to results
Conduct bi‑weekly 1:1s, call reviews, and structured coaching sessions
Manage performance with 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, staffing, scheduling, and coverage across all channels
Monitor real‑time queue performance and adjust resources to meet service levels
Lead daily/weekly huddles to align priorities 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 and accurate 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 SOPs
Lead onboarding and ongoing training to ensure consistent execution
Audit adherence to SOPs 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)
Serve as Super Admin of systems used by the Digital Concierge Team
Ensure data accuracy, proper lead routing, and timely follow‑up
Maintain 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, 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
Champion digital‑first engagement strategies to increase responsiveness and conversion
Evaluate, test, and implement AI‑driven tools and automation
Continuously improve workflows to enhance efficiency and customer experience
Required Qualifications
Advanced proficiency in CRM (HubSpot or similar)
Experience with call‑tracking and QA platforms such as CallRail
Demonstrated ability to manage multiple digital channels (phone, email, chat) in a fast‑paced environment
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, etc.)
Experience in a high‑volume inbound sales or customer experience environment
Understanding of system integrations between CRM, marketing platforms, and call‑tracking tools
Experience building reporting dashboards and delivering performance insights to leadership
2–5 years managing a team requiring constant performance feedback
5+ years background in a customer‑driven industry such as real estate or sales
Compensation & Benefits
Salary: $100,000–$120,000 annually (pay 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, one day off for annual physical, one day off for birthday; comprehensive parental and bonding leave
Insurance: Medical and dental through Cigna; vision through EyeMed; life, AD&D, disability insurance; flexible spending account
Retirement: Company‑matched 401(k) plan; retirement planning coaches
Wellness: Annual wellness reimbursement 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 discounts through Walker Title Company and Intercoastal Mortgage
About Van Metre Van Metre Companies has been delivering premium homes, investment properties, and related services since 1955. With a foundation built on integrity, professionalism, and philanthropy, we are committed to excellence in real estate development, construction, and property management. Our focus on customer experience, innovation, and community ensures a high‑quality living environment for our clients.
Equal Opportunity Statement Van Metre Companies is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class. As a federal contractor, we also provide equal employment opportunities to qualified people with disabilities.
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Senior Digital Concierge
for our New Homes Division. The role is primarily in‑person (with some remote) and requires Monday‑Friday 7am‑7pm availability, rotating weekend coverage, and 8‑hour shifts. You will lead and scale Van Metre’s Digital Concierge program, owning day‑to‑day operations and team performance. Your goal is to handle every inbound customer interaction—across calls, web, and digital channels—with speed, clarity, and consistency while driving measurable improvements in engagement, conversion, and satisfaction.
Key Responsibilities
Team Leadership & Accountability
Lead, coach, and develop a high‑performance team of Digital Concierges
Set clear KPIs and hold team accountable to results
Conduct bi‑weekly 1:1s, call reviews, and structured coaching sessions
Manage performance with 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, staffing, scheduling, and coverage across all channels
Monitor real‑time queue performance and adjust resources to meet service levels
Lead daily/weekly huddles to align priorities 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 and accurate 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 SOPs
Lead onboarding and ongoing training to ensure consistent execution
Audit adherence to SOPs 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)
Serve as Super Admin of systems used by the Digital Concierge Team
Ensure data accuracy, proper lead routing, and timely follow‑up
Maintain 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, 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
Champion digital‑first engagement strategies to increase responsiveness and conversion
Evaluate, test, and implement AI‑driven tools and automation
Continuously improve workflows to enhance efficiency and customer experience
Required Qualifications
Advanced proficiency in CRM (HubSpot or similar)
Experience with call‑tracking and QA platforms such as CallRail
Demonstrated ability to manage multiple digital channels (phone, email, chat) in a fast‑paced environment
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, etc.)
Experience in a high‑volume inbound sales or customer experience environment
Understanding of system integrations between CRM, marketing platforms, and call‑tracking tools
Experience building reporting dashboards and delivering performance insights to leadership
2–5 years managing a team requiring constant performance feedback
5+ years background in a customer‑driven industry such as real estate or sales
Compensation & Benefits
Salary: $100,000–$120,000 annually (pay 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, one day off for annual physical, one day off for birthday; comprehensive parental and bonding leave
Insurance: Medical and dental through Cigna; vision through EyeMed; life, AD&D, disability insurance; flexible spending account
Retirement: Company‑matched 401(k) plan; retirement planning coaches
Wellness: Annual wellness reimbursement 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 discounts through Walker Title Company and Intercoastal Mortgage
About Van Metre Van Metre Companies has been delivering premium homes, investment properties, and related services since 1955. With a foundation built on integrity, professionalism, and philanthropy, we are committed to excellence in real estate development, construction, and property management. Our focus on customer experience, innovation, and community ensures a high‑quality living environment for our clients.
Equal Opportunity Statement Van Metre Companies is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class. As a federal contractor, we also provide equal employment opportunities to qualified people with disabilities.
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