National Booking Center - Customer Experience Specialist

About the Role

As a National Call Center Representative (Customer Experience Specialist), you will be the frontline voice, handling inbound calls from customers needing residential HVAC, electrical, and plumbing repairs, and booking service appointments with accuracy, empathy, and professionalism. The role operates in a fast‑paced, high‑volume environment with shift options (first, second, or third) and requires flexibility, including evenings and weekends. You will collaborate with internal teams to ensure timely service delivery while maintaining a positive, empathetic attitude. • Make outbound calls and follow up on sales or service requests. • Answer high‑volume inbound and outbound calls professionally and promptly. • Schedule residential HVAC, electrical, and plumbing repair or replacement appointments. • Actively listen to customer needs and propose appropriate solutions. • Navigate ServiceTitan or other CRM systems to accurately schedule services and update records. • 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
• ▸service scheduling
• ▸crm navigation
• ▸customer interaction
• ▸team collaboration

What You Bring

• Maintain a positive, empathetic attitude during high‑stress periods. • High school diploma or equivalent. • Minimum 2 years experience in customer service, call center, or dispatch (preferred). • Experience with HVAC, electrical, or plumbing services is a plus. • Ability to handle high call volumes calmly and efficiently. • Proficiency with basic computer systems and CRM software (ServiceTitan knowledge advantageous). • Strong written and verbal communication skills. • Reliable, punctual, and flexible for varied shifts, including evenings, weekends, and holidays. • Ability to sit for extended periods during scheduled shifts. • Active listening, empathy, and patience. • Conflict resolution and problem‑solving. • Attention to detail and time‑management. • Multitasking and teamwork. • Positive and professional demeanor. • Strong talking, listening, and typing skills.

Requirements

• ▸high school
• ▸customer service
• ▸hvac
• ▸servicetitan
• ▸crm
• ▸multitasking

Benefits

NearU values innovation, teamwork, and an intrapreneurial mindset; employees join a bright, kind collective of technicians, dispatchers, managers, and executives, enjoy continuous improvement, and receive comprehensive compensation packages. The company is an Equal Opportunity Employer and provides accommodations under the ADA.

Work Environment

Field