National Booking Center - Customer Experience Specialist

About the Role

As a National Call Center Representative (Customer Experience Specialist) you will be the frontline voice of the company, answering inbound calls from customers needing residential HVAC, electrical, and plumbing repairs, and booking service appointments with accuracy, empathy, and professionalism. • Make and return outbound calls to follow up on sales or service requests. • Handle a high volume of inbound and outbound calls professionally and promptly. • Schedule residential HVAC, electrical, and plumbing repair or replacement appointments. • Listen actively to customers to understand their needs and propose appropriate solutions. • Use internal systems (e.g., ServiceTitan or CRM) to schedule services and update records accurately. • Collaborate with internal teams to ensure timely service delivery. • Participate in outbound call campaigns as needed. • Follow approved scripts, procedures, and service standards. • Attend team meetings, coaching sessions, and training opportunities. • Apply active listening, empathy, and patience in all interactions. • Work collaboratively with team members.

Key Responsibilities

• ▸outbound calls
• ▸inbound calls
• ▸appointment scheduling
• ▸servicetitan crm
• ▸customer service
• ▸team collaboration

What You Bring

• Maintain a positive, empathetic attitude during high‑stress periods. • Hold a high school diploma or equivalent. • Have at least 2 years of experience in customer service, call center, or dispatcher roles (preferred). • Possess experience with HVAC, electrical, or plumbing services (a plus). • Demonstrate ability to handle high call volumes calmly and efficiently. • Be proficient with basic computer systems and CRM software; ServiceTitan knowledge is a plus. • Exhibit strong written and verbal communication skills. • Be reliable, punctual, and flexible for evenings, weekends, and holidays. • Be able to sit for extended periods during scheduled shifts. • Resolve conflicts and solve problems effectively. • Pay close attention to detail. • Manage time and multitask efficiently. • Maintain a positive and professional demeanor. • Demonstrate strong talking/listening and typing abilities.

Requirements

• ▸high school
• ▸2+ years
• ▸servicetitan
• ▸hvac
• ▸customer service
• ▸communication

Benefits

The position is full‑time onsite in Charlotte, NC, with a four‑week training program starting March 2 2026, and shifts ranging from 9‑6, 11‑8, or 1‑10 PM Eastern, with one weekday and one weekend day off. The company offers comprehensive compensation packages and is an equal‑opportunity employer that provides reasonable accommodations in compliance with the ADA.

Work Environment

Field