National Booking Center - Customer Experience Specialist

About the Role

The Customer Experience Specialist – also titled National Call Center Representative – serves as the front‑line voice of NearU in Charlotte, NC. The role involves handling inbound calls from residential HVAC, electrical, and plumbing customers and booking service appointments with accuracy, empathy, and professionalism. Training begins January 5 2026 and runs four weeks, Monday‑Friday, 8 am to 5 pm, after which the position is full‑time onsite with two days off each week. • Make and return outbound calls to follow up on sales or service requests. • Answer high‑volume inbound calls in a friendly, professional, and timely manner. • Schedule residential HVAC, electrical, and plumbing repair or replacement appointments. • Actively listen to customers to assess needs and propose appropriate solutions. • Navigate ServiceTitan or other CRM systems to book 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.

Key Responsibilities

• ▸outbound calls
• ▸inbound calls
• ▸appointment scheduling
• ▸crm navigation
• ▸team collaboration
• ▸call scripts

What You Bring

Work is performed in a high‑volume call‑center environment where strong communication skills and a customer‑first mindset are essential. Shifts may include evenings, weekends, and holidays, and the position requires the ability to sit for extended periods and manage fluctuating call volumes with calm efficiency. • Maintain a positive, empathetic attitude during high‑stress periods. • High school diploma or equivalent required. • Minimum 2 years experience in customer service, call center, or dispatch roles (preferred). • Familiarity with HVAC, electrical, or plumbing services is a plus. • Proficiency with basic computer systems and CRM software; ServiceTitan knowledge advantageous. • Strong written and verbal communication skills. • Reliable, punctual, and able to work flexible shifts, including evenings, weekends, and holidays. • Ability to sit for extended periods during scheduled shifts. • Active listening and empathy. • Conflict resolution and problem‑solving. • Attention to detail, time management, and multitasking. • Positive and professional demeanor. • Efficient typing and listening skills.

Requirements

• ▸high school
• ▸2+ years
• ▸hvac
• ▸crm
• ▸servicetitan
• ▸communication

Benefits

NearU promotes an intrapreneurial culture, encouraging team members to take initiative and drive positive change. Leadership values new ideas, offers comprehensive compensation packages, and supports professional growth through coaching, meetings, and ongoing training. • Receive comprehensive compensation packages.

Work Environment

Field