National Booking Center - Customer Experience Specialist

Description

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

Requirements

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

Benefits

• We offer comprehensive compensation packages.

Training + Development

Interview process

Visa Sponsorship

Security clearance