Client Experience Representative - Home Services

Job Description

Job Description

Do you love being the person who keeps everything running smoothly? Are you energized by talking with people, solving problems, staying organized, and making sure nothing falls through the cracks? Do you naturally take ownership instead of waiting to be told what to do? If so, you might be exactly who we're looking for.

Electrify My Home is a rapidly growing, family-owned company helping homeowners throughout Northern California transition to cleaner, healthier, and more energy-efficient homes through heat pump HVAC systems, heat pump water heaters, electrical upgrades, battery storage, and whole-home electrification.

As the Client Experience Representative , you'll be the operational hub connecting our customers, sales team, and field technicians. Your mission is simple: Keep our technicians productive, our customers informed, and every project moving forward.

This is not a receptionist or administrative position. This is a fast-paced role for someone who enjoys taking ownership, communicating with people, solving problems, and driving results. A successful person in this role doesn't wait for work—they create momentum. They proactively contact new leads, fill schedule gaps before they become a problem, keep our CRM accurate, and make sure every customer reaches the finish line—from the first phone call through installation, inspections, permit closure, and beyond.

If you enjoy wearing multiple hats, thrive under pressure, and take pride in doing things the right way, we'd love to meet you.

This position offers excellent earning potential through our performance-based spiff program, rewarding individuals who consistently contribute to company growth.

$50,000 - $75,000 yearly

Customer Communication & Lead Follow-Up

• Serve as the first point of contact for prospective and existing customers, delivering an exceptional customer experience by phone, email, and text.

• Contact new leads promptly, consistently, and professionally with the goal of scheduling as many consultations as possible.

• Confidently overcome objections, ask for the appointment, and continue following up until the customer either schedules or clearly declines.

• Build lasting customer relationships through proactive, professional communication.

Scheduling & Dispatch

• Keep technician schedules full by proactively identifying scheduling opportunities and minimizing downtime.

• Schedule sales consultations, service appointments, maintenance visits, and installations.

• Coordinate schedule changes with customers and field staff while balancing priorities and emergencies.

• Rearrange schedules as needed to maximize technician productivity and customer satisfaction.

• Maintain a ready list of customers who can fill last-minute openings.

Customer Success

Take ownership of every customer after they enter our pipeline by ensuring they successfully reach the finish line, including:

• Installation completion

• Punch list and go-back coordination

• HERS and ECC appointments

• Permit closure

• Customer communication throughout the process

• Maintenance agreement opportunities

Our goal is simple: No customer falls through the cracks.

CRM Ownership

• Document every customer interaction accurately and promptly.

• Maintain complete and accurate customer records.

• Ensure opportunity stages and required fields remain current.

• Keep the CRM organized so every team member can immediately understand the status of every customer.

Continuous Improvement

• Identify opportunities to improve office efficiency.

• Recommend process improvements and automations that eliminate repetitive manual work.

• Raise concerns or barriers early instead of allowing problems to grow.

Work closely with sales, operations, and field staff to continuously improve the customer experience.

• Friendly, outgoing personality with exceptional phone and communication skills.

• Self-motivated and able to work independently without constant supervision.

• Highly organized with outstanding attention to detail.

• Able to prioritize multiple competing demands in a fast-paced environment.

• Calm, positive, and professional during stressful situations.

• Results-driven and motivated by achieving measurable goals.

• Proactive, resourceful, and always looking for ways to improve.

• A team player who communicates early when they encounter challenges instead of letting problems linger.

• Someone who takes genuine pride in their work and follows through on commitments.

Preferred qualifications include:

• Previous experience in customer service, dispatching, scheduling, inside sales, or a call center environment.

• Experience in HVAC, plumbing, electrical, construction, home services, or a related industry.

• Experience using CRM or field service management software.

• Proficiency with Microsoft Office and other computer-based business systems.

This role may not be a good fit if you prefer waiting for direction, dislike talking on the phone, struggle with changing priorities, or are simply looking for a job where you can clock in and clock out.

Electrify My Home is a mission-driven company focused on helping homeowners transition away from gas and toward efficient electric solutions, including high-performance HVAC systems and heat pump water heaters . Our goal is to electrify 100,000 homes by 2035. We are a Department of Energy-recognized training provider and partner with leading California electrification programs and utilities.

We specialize in high-quality, design-focused installations and are growing rapidly, creating exciting opportunities for our team.

Benefits:

• Specified promotion and pay increase track
• Medical (including 100% coverage option)
• 401(k)
• Dental/Health/Vision insurance
• Professional development opportunities
• Referral program
• Retirement plan
• Dynamic Workplace
• Spiff and performance bonuses