Customer Resolution Specialist

Job Description

Job Description

About Us:
At Air Experts Heating, Cooling and Plumbing, we take pride in doing things the right way—for both our customers and our team. For many years, we’ve been voted Best Place to Work in Raleigh, as well as Best Plumber and Best HVAC Contractor .

We care deeply about the quality of our work and the experience we provide. While issues and escalations do happen in any service business, they are the exception—not the norm—and we are committed to resolving them the right way every time.

EXCELLENCE, INNOVATION, RESPECT, & INTEGRITY are our fundamental core values. We are committed to making sure our team members are provided with the tools they need to grow and succeed . What you do matters here.

About the Role:
We are looking for a dependable, professional, and solution-driven individual to take ownership of customer complaints and escalations. This is a high-impact role that directly supports the President and plays a key part in protecting and improving the customer experience.

This position will primarily focus on resolving customer issues. When escalations are minimal (which is the goal), you will support the President and Installation team with administrative responsibilities.

Key Responsibilities:

• Serve as the main point of contact for customer complaints and escalations

• Handle difficult conversations with patience, professionalism, and empathy

• Work closely with management teams to investigate and resolve issues fully

• Follow issues through to completion—ensuring the customer feels heard and satisfied

• Document and track all escalations and resolutions

• Provide updates to both customers and internal leadership

• Complete administrative and office support tasks as assigned by the President, primarily supporting the installation department

What We’re Looking For:

• Experience in HVAC and/or plumbing industry required (understanding how jobs are run from a process standpoint is essential)

• Strong customer service and conflict resolution skills

• Calm, patient, and professional—especially in high-stress situations

• Excellent written and verbal communication skills

• Highly organized with strong follow-through

• Comfortable using Microsoft Outlook and general computer/phone systems

• Service Titan experience preferred

Why This Role Matters:
This is not a typical customer service role. You will be handling our most important and sensitive customer interactions while working directly with company leadership. We are looking for someone who takes ownership, communicates clearly, and gets things resolved the right way.

Work Environment:

• Full-time, in-office position Monday-Friday 8 AM - 5 PM

• Fast-paced and team-oriented

• Direct exposure to leadership and company operations

Compensation & Benefits:

• Competitive Hourly Pay

• Monthly bonus opportunities

• Opportunity to grow within the company

• Medical Insurance – 3 plans to choose from
• HSA with Company Contribution
• Dental Insurance – 100% Company Paid
• Long Term Disability – 100% Company Paid
• Short Term Disability
• Vision Insurance - 100% Company Paid
• $25,000 Life & $25,000 AD&D - 100% Company Paid
• Additional voluntary life insurance available up to $300,000 with a guaranteed $100,000
• Critical Illness & Accident Insurance
• 401K
• 401K with 4% Match
• Company Profit Sharing
• Paid Time Off
• Paid Holidays
• Employee Referral Program
• Generous Employee Discounts on anything we offer

If this role sounds like a fit for you, apply to start the conversation.