National Booking Center - Customer Experience Specialist

About the Role

• Handle inbound and outbound calls professionally and efficiently. • Schedule residential HVAC, electrical, and plumbing repair or replacement appointments. • Actively listen to customers to identify needs and recommend appropriate solutions. • Use ServiceTitan or other CRM systems to accurately book services and update records. • Collaborate with internal teams to ensure timely service delivery. • Participate in outbound call campaigns as required. • Follow approved scripts, procedures, and service standards. • Attend team meetings, coaching sessions, and ongoing training.

Key Responsibilities

• ▸call handling
• ▸appointment scheduling
• ▸crm booking
• ▸outbound campaigns
• ▸script adherence
• ▸team collaboration

What You Bring

• Maintain a positive, empathetic attitude during high‑stress or high‑volume periods. • Hold a high school diploma or equivalent. • Possess at least 2 years of experience in customer service, call center, or dispatch roles. • Prior experience with HVAC, electrical, or plumbing services is a plus. • Demonstrate ability to manage high call volumes calmly and efficiently. • Be proficient with basic computer systems; ServiceTitan knowledge advantageous. • Exhibit strong written and verbal communication, reliability, punctuality, and flexibility for evenings, weekends, and holidays.

Requirements

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

Benefits

The role is full‑time onsite in Charlotte, NC, with a four‑week training program beginning March 2, 2026. After training, shifts run on a first, second, or third shift schedule (9‑6, 11‑8, or 1‑10 pm ET) with one weekday and one weekend day off each week. The company offers comprehensive compensation packages and is an Equal Opportunity Employer, providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA.

Work Environment

Field