Customer Experience Specialist
hace 3 días
Charlotte
Job Description Customer Experience Specialist – NearU At NearU, we are committed to our employees, their development, and their work-life balance. NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience. Higher pay. Better benefits. More opportunities. Welcome to your new career at NearU! Job Summary The Customer Experience Specialist / National Call Center Representative is the frontline voice of NearU, handling inbound and outbound calls for residential HVAC, Electrical, and Plumbing services. This role focuses on booking service appointments accurately and professionally while providing empathetic, high-quality customer service. This is a full-time onsite role in Charlotte, NC, with second-shift hours (11:00 AM – 8:00 PM or 1:00 PM – 10:00 PM ET). Training is four weeks, Monday–Friday, 8:00 AM – 5:00 PM, before moving to the core shift schedule. Key Responsibilities • Answer high-volume inbound calls and return outbound calls in a professional, timely, and courteous manner., • Schedule service appointments for HVAC, Electrical, and Plumbing repairs or full system replacements., • Actively listen to customers to understand needs and provide appropriate solutions., • Navigate internal systems (e.g., ServiceTitan or other CRM) to accurately schedule service and update records., • Collaborate with internal teams to ensure timely service and customer satisfaction., • Participate in outbound call campaigns as needed., • Maintain a positive, empathetic, and professional attitude at all times., • Follow approved scripts, procedures, and service standards., • Participate in team meetings, coaching sessions, and training opportunities., • High school diploma or equivalent required., • 2+ years of customer service, call center, or dispatcher experience strongly preferred., • Experience in HVAC, Electrical, or Plumbing services is a plus., • Ability to handle high call volumes calmly, efficiently, and professionally., • Proficient with basic computer systems and CRM software (ServiceTitan knowledge preferred)., • Strong written and verbal communication skills., • Reliable, punctual, and able to work flexible shifts, including evenings, weekends, and holidays., • Active listening and empathy, • Conflict resolution and problem-solving, • Attention to detail and accuracy, • Time management and multitasking, • Teamwork and collaboration, • Positive and professional demeanor, • Be part of an innovative, fast-growing company serving 1M+ customers., • Work with a collaborative, bright, and kind team of technicians, dispatchers, managers, and executives., • Opportunities to take initiative, innovate, and drive positive change., • Continuous learning and professional development., • Comprehensive compensation and benefits packages. NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. Company DescriptionNearU is taking the traditional home services career path in an exciting new direction. We want you to be a part of that change. The success of our mission hinges on the success of our employees, which is why we dedicate more resources, time, and training for our people than any other home services company. Whether you're an industry veteran, or just starting out, there's a lot to be excited about when you join NearU: Attractive compensation and benefits Paid formal on-the-job training Flexible work schedule Ample advancement opportunities Assistance with licensing and certificationsNearU is taking the traditional home services career path in an exciting new direction. We want you to be a part of that change. The success of our mission hinges on the success of our employees, which is why we dedicate more resources, time, and training for our people than any other home services company.\r\n\r\nWhether you're an industry veteran, or just starting out, there's a lot to be excited about when you join NearU:\r\n\r\nAttractive compensation and benefits\r\nPaid formal on-the-job training\r\nFlexible work schedule\r\nAmple advancement opportunities\r\nAssistance with licensing and certifications