Customer Experience Specialist

Job Description

Job Description

Customer Experience Representative

St Andrews Heating, Plumbing & Air

About the position

St Andrews Heating, Plumbing & Air is seeking an experienced Customer Experience Representative who can keep customers informed and service requests moving in a busy HVAC and plumbing business.

You will manage customer conversations across phone calls, text messages, email, and online inquiries. You must be comfortable switching between channels, maintaining accurate records, and following through on commitments while priorities change throughout the day.

We are looking for someone who takes initiative, searches for answers, and treats every customer with patience and respect.

What you will do

• Respond to inbound calls, texts, emails, and online inquiries promptly and professionally.
• Turn qualified inquiries into scheduled appointments by asking thoughtful questions and clearly explaining the next steps.
• Manage multiple active customer conversations without losing track of unanswered questions, promised callbacks, or follow-up tasks.
• Schedule and coordinate service appointments, communicating changes and updates to customers and the field team.
• Research customer questions using account history, company procedures, and available resources before requesting assistance.
• Recognize when an issue requires escalation, provide the relevant facts, and continue tracking it through resolution.
• Explain approved pricing, diagnostic fees, maintenance plans, and payment options accurately.
• Handle frustrated customers calmly, acknowledge their concerns, and establish a clear next step.
• Maintain complete customer notes so another team member can understand what happened and what remains outstanding.
• Complete assigned work orders, payment processing, service paperwork, and customer follow-up accurately.
• Review open conversations and unfinished tasks throughout the day and communicate any necessary handoffs before leaving.

Required experience and abilities

• Demonstrated customer service experience in a fast-paced environment involving frequent interruptions and competing priorities.
• Experience handling customer communications across multiple channels, including phone, text, and email.
• Strong written communication, professional phone manners, and careful attention to detail.
• Ability to prioritize urgent requests while keeping routine work moving.
• Resourcefulness: you know how to locate information, verify an answer, and ask a focused question when help is needed.
• Consistent follow-through without repeated reminders.
• Reliability, punctuality, and accountability for completing assigned work.
• Confidence using multiple software systems and learning new processes.

Experience in HVAC, plumbing, other home services, dispatch, automotive service, or another high-volume service environment is especially relevant. Experience with Housecall Pro, GoHighLevel, and Google Workspace is preferred.

What success looks like

Customers receive timely, accurate answers and know what happens next. Appointments and records are accurate. Promised callbacks happen. Open issues have a documented next step and responsible person. Customers receive respectful service even during busy periods or difficult conversations.

How to apply

Submit your résumé and answer these questions:

1. Describe a role where you handled calls, texts, and emails during a busy workday. How did you prevent requests from being missed?
2. Give an example of a customer question you could not immediately answer. How did you find the answer and follow up?
3. Tell us about a frustrated customer you helped. What did you say, what action did you take, and what was the outcome?

We are a veteran-owned local business where initiative, problem-solving, and follow-through matter. You will work closely with our office and field teams, build relationships with customers, and have opportunities to contribute ideas that improve how we serve our community.

Company Description

We are a veteran-owned local business where initiative, problem-solving, and follow-through matter. You will work closely with our office and field teams, build relationships with customers, and have opportunities to contribute ideas that improve how we serve our community.