Customer Experience Specialist

Customer Experience Specialist - National Booking Center

Job Description

National Call Center Representative

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.

As a National Call Center Representative, you will be the frontline voice of our company, answering inbound calls from customers in need of residential HVAC, Electrical, and Plumbing repairs. We are growing our National Booking Center and adding additional Customer Experience Specialists. Your primary role is to book service appointments with accuracy, empathy, and professionalism-ensuring our customers feel heard, valued, and well taken care of.

You will work in a fast-paced, high-volume call center environment where strong communication skills and a customer-first mindset are key to success. This is full-time onsite in Charlotte, NC. Work Schedule: Enjoy a consistent schedule of 7:00-4:00pm or 8:00-5:00 pm working five on-site days per week with two consecutive days off.

Position Details:

• Make and return outbound phone calls following up on requests for sales or service.
• Answer a high volume of inbound calls / outbound calls in a friendly, professional, and timely manner.
• Schedule appointments for residential HVAC, Electrical, and Plumbing repair services or full system replacement.
• Listen actively to customers to understand their needs and offer appropriate solutions.
• Navigate internal systems (e.g., ServiceTitan or other CRM) to schedule service and update records accurately.
• Collaborate with internal teams to ensure customers receive timely service and support.
• At times participate in outbound call campaigns.
• Maintain a positive and empathetic attitude at all times-even during high-stress or high-volume periods.
• Follow approved scripts, procedures, and service standards.
• Participate in team meetings, coaching sessions, and training opportunities.
• Other duties as assigned.

Required Qualifications:

• High school diploma or equivalent required.
• 2+ years previous experience in a customer service, call center, or dispatcher role.
• Ability to handle high call volumes with calm, professionalism, and efficiency.
• Proficient in basic computer systems and customer relationship software (ServiceTitan knowledge is a plus.
• Strong written and verbal communication skills.
• Reliable, punctual, and able to work flexible shifts, including evenings and weekends.
• Must be able to sit for extended periods during scheduled shifts.
• Must be available to work varied shifts, including weekends, evenings, and holidays as needed.

Preferred Qualifications:

• Experience in the Home Services industry and/or HVAC, Electrical, or Plumbing services is a plus.

Competencies:

• Active listening
• Empathy and patience
• Conflict resolution and problem-solving
• Attention to detail.
• Time management and multi-tasking
• Teamwork and collaboration
• Positive and professional demeanor
• Good communication skills
• Typing skills

Why You'll Love Working with NearU:

• NearU: We are an innovative and fast-growing company at the forefront of home services serving 1M+ customers. Our collective of technicians, dispatchers, managers, and executives is a group of bright and kind professionals.
• We love solving problems and are motivated by challenges and continuous improvement. We empower our team to take initiative and to drive positive change.
• Our experienced leadership team wants to do it right and is always open to new ideas.
• We offer comprehensive compensation packages.