[Hiring] Customer Experience Specialist @NearU, and Affiliate Regional HVAC Branches

Role Description

As a Customer Experience Specialist, you will serve as a primary point of contact for customers seeking residential HVAC, plumbing, and electrical services. You will help create a seamless customer experience by:

• Answering high volumes of inbound calls and making outbound calls in a friendly, professional, and timely manner.
• Scheduling service appointments for residential HVAC, plumbing, and electrical repairs, maintenance, and system replacements.
• Actively listening to customers to understand their concerns, identify service needs, and provide appropriate solutions.
• Following up with customers regarding service requests, sales inquiries, and appointment scheduling.
• Navigating internal systems, including ServiceTitan or other CRM platforms, to schedule appointments and maintain accurate customer records.
• Communicating clearly and empathetically, particularly when addressing urgent service needs or challenging customer situations.
• Collaborating with dispatchers, technicians, and internal teams to support efficient scheduling and a positive customer experience.
• Participating in outbound calling campaigns as needed.
• Following established scripts, procedures, and service standards to ensure consistent service quality.
• Maintaining a customer-first attitude while managing competing priorities in a high-volume call center environment.
• Attending team meetings, coaching sessions, and training opportunities as required.
• Performing other duties as assigned.

Qualifications

• High school diploma or equivalent.
• At least two years of experience in customer service, call center operations, dispatching, or a related role.
• Strong verbal and written communication skills.
• Ability to manage high call volumes while maintaining professionalism, accuracy, and composure.
• Basic computer proficiency and the ability to navigate multiple systems simultaneously.
• Strong organizational skills and attention to detail when scheduling appointments and documenting customer interactions.
• Dependability, punctuality, and a commitment to working every Saturday and Sunday from 7:00 AM to 6:00 PM.
• Ability to attend training on-site.
• Ability to remain seated and work at a computer and telephone for extended periods.

Requirements

• Experience in the residential home services industry (preferred).
• Familiarity with HVAC, plumbing, or electrical services (preferred).
• Experience using ServiceTitan or similar customer relationship management (CRM) and scheduling software (preferred).
• Experience supporting urgent service requests or coordinating appointments in a dispatch or booking environment (preferred).

Benefits

• Make a difference: Help homeowners get the services they need while creating a positive experience from the first call.
• Join a growing company: Be part of an innovative home services organization serving more than one million customers.
• Work with a supportive team: Collaborate with knowledgeable professionals who value teamwork and continuous improvement.
• Make your voice heard: Join a culture that encourages initiative, welcomes new ideas, and continually looks for better ways to serve customers.
• Grow your skills: Participate in training, coaching, and development opportunities that support your professional growth.

Company Description

NearU is a people-centric, process-driven, and technology-enabled home services organization dedicated to transforming the residential HVAC, plumbing, and electrical industries through training, technology, and exceptional customer service.