Customer Experience Specialist

Description

As a National Call Center Representative, you will be the frontline voice of our company, answering inbound calls from customers in need of residential HVAC, Electrical, and Plumbing repairs. We are now adding Customer Experience Specialists due to growth for 2026. Your primary role is to book service appointments with accuracy, empathy, and professionalism—ensuring our customers feel heard, valued, and well taken care of. We are growing our call center this Winter/Spring 2026 due to our organic growth.

• Schedule appointments for residential HVAC, Electrical, and Plumbing repair services or full system replacement.
• Participate in team meetings, coaching sessions, and training opportunities.
• Make and return outbound phone calls following up on requests for sales or service.
• Navigate internal systems (e.g., ServiceTitan or other CRM) to schedule service and update records accurately.
• Collaborate with internal teams to ensure customers receive timely service and support.
• Listen actively to customers to understand their needs and offer appropriate solutions.
• At times participate in outbound call campaigns
• Answer a high volume of inbound calls / outbound calls in a friendly, professional, and timely manner.
• Follow approved scripts, procedures, and service standards.

Requirements

• High school diploma or equivalent required.
• Empathy and patience
• Time management and multitasking
• Must be available to work varied shifts, including weekends, evenings, and holidays as needed.
• Strong written and verbal communication skills.
• Ability to handle high call volumes with calm, professionalism, and efficiency.
• Active listening
• Conflict resolution and problem-solving
• Talking/Listening and Typing
• Reliable, punctual, and able to work flexible shifts, including evenings and weekends.
• Maintain a positive and empathetic attitude at all times—even during high-stress or high-volume periods.
• Must be able to sit for extended periods during scheduled shifts.
• 2+ years previous experience in a customer service, call center, or dispatcher role is strongly preferred.
• Positive and professional demeanor
• Experience in HVAC, Electrical, or Plumbing services is a plus.
• Attention to detail
• Proficient in basic computer systems and customer relationship software (ServiceTitan knowledge is a plus).

Benefits

You will work in a fast-paced, high-volume call center environment where strong communication skills and a customer-first mindset are key to success. This is full-time onsite (five days) with two days off in Charlotte, NC. We are currently offering a 2nd shift schedule, with 2nd shift offering a shift premium. The hours are 11:00 - 8:00 pm or 1:00 - 10:00 pm eastern. Training will be for four weeks from 8:00 - 5:00 pm Monday-Friday, starting January 5th, 2026.

• We offer comprehensive compensation packages.

Training + Development

Interview process

Visa Sponsorship

Security clearance