Contact Center Support Specialist
About the role
At Berkeys Air Conditioning, Plumbing & Electrical, we believe every customer interaction matters. We're looking for a detail-oriented, tech-savvy Contact Center Support Specialist to help create an outstanding customer experience by supporting our Contact Center through digital communications, online scheduling, and appointment coordination.
Why Berkeys? For over 50 years, Berkeys has built a reputation for exceptional service throughout the Dallas-Fort Worth Metroplex. Our employees are the reason for our success, and we're committed to creating an environment where people can grow their careers while making a difference for our customers.
Responsibilities
- Responding to customer inquiries through chat, email, text, and online messaging platforms.
- Reviewing and following up on online booking requests.
- Contacting customers to complete appointment scheduling and gather missing information.
- Managing customer communications across multiple digital platforms.
- Documenting customer interactions accurately in ServiceTitan.
- Supporting appointment scheduling and booking conversion efforts.
- Monitoring maintenance scheduling opportunities to help maximize capacity.
- Assisting with customer outreach campaigns and operational support initiatives.
- Working closely with Customer Service, Dispatch, and Operations to provide a seamless customer experience.
Requirements
- High school diploma or GED required.
- 1+ year of experience in customer service, contact center, scheduling, administrative support, hospitality, retail, or another customer-facing role preferred.
- Experience with appointment scheduling, online booking, or digital customer communications is a plus.
- Experience in the HVAC, Plumbing, Electrical, or home services industry is preferred but not required.
- Experience with ServiceTitan or similar CRM/scheduling software is a plus.
Qualifications
- Organized and highly detail-oriented
- Comfortable managing multiple conversations and priorities at once
- A strong written and verbal communicator
- Professional, positive, and customer-focused
- Tech-savvy and able to learn new software quickly
- A Team Player Who Enjoys Supporting Others
- Able to stay calm and organized in a fast-paced environment
Benefits
- Competitive pay ($19-$22/hour)
- Medical, Dental & Vision Insurance
- 401(k) with Company Match
- Paid Time Off & Paid Holidays
- Company-Paid Life Insurance
- Employee Assistance Program
- Ongoing Training & Career Development
- A collaborative, team-oriented culture
Schedule
Full-time, Monday-Friday | 9:00 AM - 6:00 PM, in-office Monday-Thursday, with rotating Saturday availability required.