Customer Success & Retention Specialist

Job Description

Job Description

Customer Success & Retention Specialist

– Join Our Award-Winning Team!
Location: 2730 Rowland Rd. Raleigh, NC 27615

At Air Experts Heating, Cooling and Plumbing, we’ve been proudly serving our community for over 35 years—and our success comes from putting people first. We’re looking for a Digital Lead Coordinator to join our team in Raleigh. In this role, you’ll be the first point of contact for our customers across digital channels, ensuring they receive the top-notch service we’re known for.

Why You’ll Love Working Here

We believe great work deserves great rewards. When you join Air Experts, you’ll enjoy:

• Pay Range: $20 per hour + monthly bonus potential and commissions
• Weekly Pay On Friday
• Comprehensive Benefits Package – Medical (3 plans to choose from), Dental, Vision, HSA with company contribution, $25,000 Life & AD&D, Long- and Short-Term Disability, plus options for additional voluntary life insurance up to $300,000.
• Financial Security – 401K with company match to help build your future.
• Work-Life Balance – Generous paid time off and paid holidays.
• Perks & Discounts – Employee discounts on all our services, plus an Employee Referral Program.
• Professional Growth – Ongoing training, development, and a supportive team culture.
• Award-Winning Team – Be part of a company recognized for outstanding customer service and community commitment.

What You’ll Do

• Monitor and triage incoming customer requests from email, website forms, and digital platforms.
• Respond promptly and professionally to inquiries from the digital agent or escalated call center concerns, providing information or directing requests to the right team.
• Drive and champion customer retention efforts with outreach to schedule priority calls and maintenance visits.
• Manage online appointment scheduling through digital tools and CRM systems.
• Document and track all customer interactions in the CRM for accuracy and follow-up.
• Collaborate with internal teams to resolve customer issues and ensure seamless service delivery.
• Look for opportunities to improve customer satisfaction and streamline digital processes.

What We’re Looking For

• High school diploma or equivalent; some college a preferred.
• Excellent written and verbal communication skills.
• Strong organizational and time management abilities.
• Comfortable handling a high volume of customer emails, chats and messages.
• Tech-savvy with CRM systems (ServiceTitan experience preferred).
• A customer-first attitude with a friendly, professional approach.
• Ability to work independently and as part of a collaborative team.

Schedule

This is a full-time, hybrid position at our North Raleigh location.

Sunday-Thursday 9:30AM-6:30PM Sunday is remote, all other days in office.