Customer Experience Specialist
About the role
As a Customer Experience Specialist in our National Booking Center, you will be the frontline voice of NearU, answering inbound calls from customers in need of residential HVAC, Electrical, and Plumbing repairs. Your primary role is to book service appointments with accuracy, empathy, and professionalism—ensuring our customers feel heard, valued, and well taken care of. You will work in a fast-paced, high-volume call center environment where strong communication skills and a customer-first mindset are key to success.
Responsibilities
- Make and return outbound phone calls following up on requests for sales or service.
- Answer a high volume of inbound 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.
- Maintain a positive and empathetic attitude at all times—even during high-stress or high-volume periods.
- Follow approved scripts, procedures, and service standards.
- Participate in team meetings, coaching sessions, and training opportunities.
- Other duties as assigned.
Requirements
- High school diploma or equivalent required.
- 2+ years previous experience in a customer service, call center, or dispatcher role.
- 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.
- Must be able to sit for extended periods during scheduled shifts.
- Must be available to work varied shifts, including weekends, evenings, and holidays as needed.
Preferred Qualifications
- Experience in the Home Services industry and/or HVAC, Electrical, or Plumbing services.
Skills
- Active listening
- Empathy and patience
- Conflict resolution and problem-solving
- Attention to detail
- Time management and multi-tasking
- Teamwork and collaboration
- Positive and professional demeanor
- Good communication skills
- Typing skills
Schedule
Enjoy a consistent schedule of 7:00-4:00pm or 8:00-5:00pm working five on-site days per week with two consecutive days off. This is a full-time onsite position in Charlotte, NC.
Benefits
NearU offers comprehensive compensation packages. We are an innovative and fast-growing company at the forefront of home services serving 1M+ customers. Our collective of technicians, dispatchers, managers, and executives is a group of bright and kind professionals. We love solving problems and are motivated by challenges and continuous improvement. We empower our team to take initiative and to drive positive change. Our experienced leadership team wants to do it right and is always open to new ideas.