Household Concierge (Project Manager equivalent)
Zebrano Concierge
About us
We manage luxury homes for high net-worth families and individuals.
Our clients live in big, complex, quirky homes in high-end neighborhoods in Toronto. Our clients’ time is extremely valuable so they hire us to take on the home projects that they don’t have time for: preventative maintenance, repairs and improvements.
You can think of us as a specialized group of detailed-obsessed project managers. We build detailed annual schedules for every home and work with a roster of subtrades (plumbers, contractors, roofers, landscapers, HVAC, movers, etc) to complete the work.
We are a members-only business. That means that we turn down small jobs and one-off requests so we can devote our time to an exclusive roster of clients. Clients pay us hourly for our time to quote jobs, schedule trades, and oversee tasks on-site. We have rigorous quality standards and ensure all jobs are done right and on time.
Zebrano was founded in 2000. The current owners purchased the business in 2017 and have doubled the client roster since that time. We are a growing team brought together by a passion for great customer service.
About the job
This role reports to the Director of Operations, whom you will learn from and work with to manage a roster of clients. No day is the same at Zebrano. You will spend your days quoting jobs, scheduling trades, overseeing tasks on-site and interfacing regularly with clients.
Working with clients
- Communicate with your clients through email, text and phone calls on a regular basis
- Create annual household schedules for preventative maintenance
- In-take new requests from clients for home improvements, repairs and emergencies
- Do monthly home walk throughs and proactively propose new tasks to clients when you notice repairs are needed
- Send quotes, seek approvals and schedule jobs in a timely manner
Managing Trades
- Work with Zebrano’s roster of trades to quote and schedule new jobs
- Send a job-brief to trades before the scheduled appointment to ensure the job requirements and Zebrano’s expectations are well understood
- Manage trades on-site during jobs. Hold the trade accountable to Zebrano quality standards and timelines.
- Troubleshoot with trades and fellow concierges when a job doesn’t go to plan
Behind the scenes work
- Record your billable hours on a daily basis
- Work closely with the accounting department to produce estimates, invoices and collect payments from clients
- Manage a complex calendar of trade appointments at your clients’ homes
- Record detailed notes with photos for all jobs completed
You are
You are incredibly organized, hold others to a high standard, and have no problem speaking up or asking questions. When something needs to get done, you roll up your sleeves and show creativity to make it happen. Your prior roles don’t necessarily fit into just one box - you can wear multiple hats and prioritize getting things done above all else. Experience managing high-net-worth clients is an asset. Experience in managing homes is not required, but an interest in it is. We can teach you everything you need to know about a home!
You are comfortable with tools like iPhones, Macs, Google Docs, Google Sheets and CRM systems. Access to a car is required on a daily basis for this role. You must be able to commute to Yorkville in Toronto. This is an in-office position.
What you get
- Full-time salary starts at $64K and regular business hours 8:30-5:30
- Performance-based bonuses
- Health and dental benefits
- An inclusive team
- Monthly team events
What you can expect from the interview process:
Part 1:
You will be asked to have a 5-10 minute intro call with the President. This is a quick call to discuss your work experience and ask any questions about the role requirements.
Part 2:
You will visit our offices and be interviewed by our President and VP. They will ask you a mix of behavioural and situational questions.
Part 2:
You will spend a day shadowing one of our concierges.
Interested? Awesome! Drop us your resume at dvaillancourt@zebrano.com
