National Booking Center - Customer Experience Specialist

About the Role

• Make and return outbound phone calls following up on sales or service requests. • Answer a high volume of inbound and outbound calls in a friendly, professional, and timely manner. • Schedule appointments for residential HVAC, electrical, and plumbing repair services or full system replacements. • Listen actively to customers to understand their needs and offer appropriate solutions. • 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. • Participate in outbound call campaigns as needed. • Follow approved scripts, procedures, and service standards. • Participate in team meetings, coaching sessions, and training opportunities.

Key Responsibilities

• ▸outbound calls
• ▸inbound calls
• ▸appointment scheduling
• ▸crm navigation
• ▸team collaboration
• ▸script adherence

What You Bring

The position is full‑time onsite in Charlotte, NC, with a four‑week training program (8 am–5 pm, Monday‑Friday, starting February 9, 2026). Work hours are second shift (1 pm–10 pm Eastern) with one weekday and one weekend day off. The call‑center environment is fast‑paced and high‑volume, requiring strong communication skills and a customer‑first mindset. • Maintain a positive and empathetic attitude during high‑stress or high‑volume periods. • High school diploma or equivalent required. • 2+ years experience in customer service, call center, or dispatcher role (preferred). • Experience in HVAC, electrical, or plumbing services is a plus. • Ability to handle high call volumes with calm, professionalism, and efficiency. • Proficiency with basic computer systems and customer relationship software (ServiceTitan knowledge a plus). • Strong written and verbal communication skills. • Reliable, punctual, and able to work flexible shifts, including evenings and weekends. • Able to sit for extended periods during scheduled shifts. • Available to work varied shifts, including weekends, evenings, and holidays as needed. • Active listening. • Empathy and patience. • Conflict resolution and problem‑solving. • Attention to detail. • Time management and multitasking. • Positive and professional demeanor. • Talking/listening and typing proficiency. • Experienced leadership open to new ideas.

Requirements

• ▸high school
• ▸2+ years
• ▸hvac
• ▸servicetitan
• ▸communication
• ▸problem solving

Benefits

NearU offers an innovative, fast‑growing environment serving over one million customers, with a collaborative team of technicians, dispatchers, managers, and executives. The company values problem‑solving, continuous improvement, and empowers employees to act as “intrapreneurs.” Comprehensive compensation packages and equal‑opportunity employment are provided. • Collaborative team of bright and kind professionals. • Comprehensive compensation packages. • Equal Opportunity Employer with accommodations per the ADA.

Work Environment

Field