National Booking Center - Customer Experience Specialist

About the Role

The National Call Center Representative (Customer Experience Specialist) will serve as the frontline voice, handling inbound calls from customers needing residential HVAC, electrical, and plumbing repairs. The role involves booking service appointments with accuracy, empathy, and professionalism while ensuring customers feel heard and valued. It is a full‑time onsite position in Charlotte, NC, with a four‑week training program starting February 9, 2026, and regular hours of 11 am–8 pm. • 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. • 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

• ▸inbound calls
• ▸outbound calls
• ▸appointment scheduling
• ▸crm navigation
• ▸service booking
• ▸team collaboration

What You Bring

The work environment is fast‑paced and high‑volume, requiring strong communication skills, a customer‑first mindset, and the ability to remain calm under pressure. Employees must be reliable, punctual, and able to sit for extended periods, with flexible availability for evenings, weekends, and holidays. • 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 (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. • Ability to sit for extended periods during scheduled shifts. • Availability 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. • Experienced leadership that values new ideas and does things right.

Requirements

• ▸high school
• ▸2+ years
• ▸servicetitan
• ▸hvac
• ▸customer service
• ▸call volume

Benefits

NearU promotes an innovative culture where team members are encouraged to act as “intrapreneurs,” take initiative, and contribute to continuous improvement. The company offers comprehensive compensation packages and is an equal‑opportunity employer that provides reasonable accommodations under the ADA. • Collaborative team of technicians, dispatchers, managers, and executives who are bright and kind. • Comprehensive compensation packages.

Work Environment

Field