Customer Experience Specialist

Customer Experience Specialist

JOB SUMMARY:

The Customer Experience Specialist is the first voice a customer hears and the first impression they form of the company. This role owns the earliest and most influential part of the customer journey, taking a customer who is often frustrated, uncomfortable, or unsure and turning that moment into a booked appointment and a confident, well-informed customer. Every inbound lead is time-sensitive, and this position is responsible for getting customers booked quickly and handed off to Dispatch with urgency, while treating every call as both a customer rescue and a chance to convert demand into booked, revenue-producing work.

Trust is the product of this role. The Customer Experience Specialist listens carefully, asks the right questions, and communicates with empathy, confidence, and speed so the customer feels heard and helped. Customer satisfaction begins here, long before a truck pulls into the driveway, and it is built on being accurate, responsive, and honest about what the customer can expect.

Just as importantly, this position guides the customer and lays out exactly what the customer should expect through the process. That preparation sets the stage for the technician to arrive to a customer who already trusts the company and is ready to move forward, which is what allows the technician to convert the visit into completed work. This role works in close partnership with Dispatch so the right technician is sent to the right job with the information needed to succeed.

ESSENTIAL JOB FUNCTIONS:

• Answer a high volume of inbound customer calls quickly and with urgency, treating every call as both a customer in need of help and an opportunity to convert demand into booked work
• Convert customer requests received by phone, web, chat, and text into booked appointments that fill technician availability and support the revenue plan for the day
• Build trust on every call by listening carefully, asking clarifying questions, and communicating with empathy, confidence, and clarity so the customer feels heard and helped
• Guide the customer through the process so the customer is prepared and confident before the technician arrives
• Set appointment expectations that are accurate and realistic for what Dispatch and the field team can deliver, including arrival windows and diagnostic fees
• Capture complete and accurate job details, including equipment type, symptoms, access notes, and customer history, so the assigned technician arrives prepared to diagnose and resolve the issue
• Book appointments with an understanding of technician skills, capacity, and geography so Dispatch can send the right technician to the right job
• Hand off booked work to Dispatch with urgency so a technician is on the way as quickly as possible, particularly on the highest opportunity calls
• Initiate outbound calls to established customers to schedule routine maintenance visits, recover unbooked leads, follow up on outstanding estimates, and fill open capacity in the schedule
• Proactively update customers on appointment status, including delays and rescheduling, so they are never left wondering where their technician is
• Identify and act on opportunities to enroll customers in maintenance and membership programs where those programs genuinely serve the customer
• Serve as the customer's advocate inside the business, owning the issue through to resolution rather than transferring the problem
• Escalate complex, urgent, or sensitive customer situations to the Customer Operations Manager with the context needed to resolve them quickly
• Accurately collect, enter, and maintain customer, property, and job information in ServiceTitan or the current CRM
• Document call outcomes, call reasons, and dispositions consistently so lead counts, booking rate, and lead source reporting remain accurate
• Meet or exceed individual performance objectives, including speed to answer, booking rate, call quality, membership conversion, and schedule adherence
• Participate in call reviews, coaching sessions, and team huddles with a coachable, growth-minded approach
• Maintain proficiency by staying current on all process, pricing, promotion, and system updates
• Work cross-functionally with Dispatch, Service, Sales, Install, Marketing, and Accounting to satisfy customer needs completely
• Support the team during peak call volume and seasonal demand
• Other duties as assigned

QUALIFICATIONS/ABILITIES:

• Genuine customer focus with a positive, friendly, and helpful demeanor that comes through over the phone
• Thrives in a fast-paced, high-urgency environment where customers need help immediately
• Ability to build rapport and earn trust quickly with customers who may be frustrated, uncomfortable, or anxious
• Sales-minded approach that treats every interaction as a chance to help the customer and earn the business
• Strong listening skills and empathy, paired with the confidence to guide the conversation toward a booked appointment
• Understanding of how the business operates beyond the call, including what happens once a job is dispatched and how a prepared customer helps the technician succeed
• Excellent verbal and written communication skills
• Sound problem-solving and prioritization skills, with attention to detail while multitasking at a fast pace
• A self-starter who works well independently and as part of a team
• Composure and professionalism when handling upset or escalated customers
• Requires schedule flexibility and the ability to work evenings, weekends, or holidays as needed to support the business

EDUCATION/EXPERIENCE REQUIREMENTS:

REQUIRED:

• High school diploma or equivalent
• Minimum 1 year of customer service, call center, retail, hospitality, or inside sales experience
• Proficient with telephony systems, CRM software, and the Microsoft Office suite
• Demonstrated ability to handle a high volume of inbound and outbound calls while maintaining quality and accuracy

PREFERRED:

• Associate or bachelor's degree
• Experience in the trades: HVAC, plumbing, electrical
• Experience with ServiceTitan or similar CRMs
• Prior sales, inside sales, or lead conversion experience
• Working knowledge of dispatch or service scheduling

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Work is performed in call center environment
• Extended use of a computer, headset, and telephone throughout the shift
• Ability to sit for extended periods of time
• Lift up to 20 lbs

BENEFITS:

Compensation: Based on experience, with performance-based incentive opportunity

Benefits: Standard benefit plan for full-time, regular employees

SCHEDULE:

Full-time, with pre-scheduled evening, weekend, and holiday shifts as needed to support customer demand and the seasonality of the business.