[Hiring] Customer Experience Specialist @Top Hat Chimney Sweeps

Role Description

The Customer Experience Specialist (CES) serves as the first point of contact for customers, converting inbound inquiries into booked inspections, evaluations, memberships, and service appointments. This role combines consultative sales, customer service, scheduling, and CRM management to maximize revenue opportunities while delivering an exceptional customer experience. The CES proactively follows up on unsold estimates and promotes memberships to support company growth. Success in this role requires professionalism, urgency, and care in every customer interaction.

Qualifications

• High school diploma or equivalent required.
• Excellent verbal communication and interpersonal skills required.
• Strong organizational and multitasking abilities required.
• Experience in inside sales, customer service, or dispatch/scheduling preferred.
• Experience using ServiceTitan or similar CRM software preferred.
• Experience in home services, HVAC, plumbing, or a related industry preferred.

Requirements

• Ability to uncover customer needs and confidently guide them toward purchasing decisions.
• Skilled at overcoming objections related to price, timing, and urgency.
• Exceptional verbal communication and active listening skills.
• Strong accountability for sales, booking, and customer satisfaction goals.
• Ability to prioritize inbound and outbound work with urgency and discipline.
• Proficiency documenting customer interactions in ServiceTitan or similar CRM systems.
• Strong organizational skills and attention to process compliance.
• Coachable, with a track record of applying feedback to improve performance.
• Ability to coordinate technician schedules and customer appointments.
• Sound judgment in balancing customer needs with company objectives.

Benefits

• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance