National Booking Center - Customer Experience Specialist

About the Role

The position involves handling both incoming and outgoing calls, arranging service visits, and updating customer information within the company's CRM platform. You will work closely with other departments, adhere to established scripts, attend team briefings, and uphold a courteous and calm demeanor throughout high‑volume periods. • Make and return outbound phone calls following up on requests for sales or service. • 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. • 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. • At times participate in outbound call campaigns. • Follow approved scripts, procedures, and service standards. • Participate in team meetings, coaching sessions, and training opportunities. • Collaborative team of technicians, dispatchers, managers, and executives.

Key Responsibilities

• ▸outbound calls
• ▸inbound calls
• ▸appointment scheduling
• ▸crm management
• ▸team collaboration
• ▸call campaigns

What You Bring

Candidates should have a high school diploma, at least two years of customer‑service or call‑center experience, and preferably familiarity with HVAC, electrical or plumbing. Strong verbal and written communication, computer proficiency, reliability, and a flexible schedule are essential, and the company offers an innovative culture, intrapreneurial opportunities, and comprehensive compensation. • Maintain a positive and empathetic attitude at all times—even during high-stress or high-volume periods. • High school diploma or equivalent required. • 2+ years previous experience in a customer service, call center, or dispatcher role is strongly preferred. • Experience in HVAC, Electrical, or Plumbing services is a plus. • Ability to handle high call volumes with calm, professionalism, and efficiency. • Proficient in basic computer systems and customer relationship software (ServiceTitan knowledge is a plus). • Strong written and verbal communication skills. • Reliable, punctual, and able to work flexible shifts, including evenings and weekends. • Must be able to sit for extended periods during scheduled shifts. • Must be 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. • Culture focused on problem‑solving, continuous improvement, and intrapreneurship.

Requirements

• ▸high school
• ▸2+ years
• ▸hvac
• ▸servicetitan
• ▸problem solving
• ▸flexible schedule

Benefits

• Comprehensive compensation packages. • Equal opportunity employer with accommodations available.

Work Environment

Field