Customer Experience Specialist - Richmond

Job Description

Job Description

Customer Experience Specialist

Location: Richmond, VA
Schedule: Full-Time | Monday–Friday, 8:00 AM–5:00 PM | In-Office
Compensation: $20/hour + Weekly & Quarterly Performance Bonuses

Be the First Hello to a Great Experience

If you love being on the phone, connecting with people, and helping them solve real problems, you're going to love this role.

A1 Door Company is looking for a  Customer Experience Specialist to join our Richmond team. You'll be one of the first people our customers interact with, which means you have a direct impact on their experience and our company's success.

This is  not a sit-back-and-take-messages job . This is where first impressions are made, trust is built, and jobs get booked.

What You'll Do

You'll spend most of your day communicating with customers and turning their needs into booked appointments.

• Answer inbound calls quickly with a warm, confident tone
• Listen closely, ask the right questions, and guide the conversation
• Book appointments accurately and set clear expectations
• Take clean, detailed notes that set our field team up for success
• Respond quickly to chats, texts, and online leads
• Follow up on missed and unbooked opportunities
• Help customers navigate questions and find the right next step
• Deliver a consistently excellent customer experience

What Success Looks Like

Great Customer Experience Specialists don't just answer phones — they take ownership of the conversation .

You'll succeed in this role when you:

• Answer consistently and quickly
• Build trust with customers
• Guide conversations instead of simply reacting to them
• Book a high percentage of the opportunities that come in
• Stay organized and accurate, even when things get busy
• Follow through on opportunities instead of letting them fall through the cracks
• Leave customers thinking, "That was easy. I'm glad I called A1."

Who We're Looking For

This role could be a great fit if you:

• Genuinely enjoy talking to people
• Are naturally upbeat, warm, and engaging
• Communicate confidently over the phone
• Stay calm and helpful when someone is frustrated
• Enjoy solving problems
• Are comfortable asking a customer to book
• Don't give up when a conversation gets difficult
• Can move quickly without sacrificing accuracy
• Are dependable, organized, and on time
• Enjoy being part of a team that's measured on results

Previous call center, customer service, inside sales, dispatch, or home-service experience is a plus, but not required.

This Role Probably Isn't for You If...

We want candidates to know what they're signing up for. You'll spend a lot of your day on the phone.

This probably isn't the right fit if you:

• Avoid or dislike talking on the phone
• Get drained by interacting with customers throughout the day
• Struggle to stay positive under pressure
• Prefer taking messages instead of owning the conversation
• Are uncomfortable asking customers to book
• Need constant reminders to follow through

If talking to people all day sounds draining, this probably isn't your role. If it sounds energizing, you may love it here.

What We'll Teach You

You don't need to know the garage door industry before you start.

We'll teach you:

• Our systems, including ServiceTitan
• How we schedule and set up jobs
• Our services and service areas
• How we track and manage leads
• How to properly document customer interactions
• Our processes for delivering a great customer experience

We can teach the systems and processes. What we can't teach is attitude, energy, reliability, and a willingness to engage with people.

Compensation & Benefits

$20/hour + Weekly & Quarterly Performance Bonuses

Benefits include:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Retirement Plan
• Paid Time Off
• Paid Holidays
• Training & Development
• Opportunities for Career Advancement

Why This Role Matters

Every call matters.

You're helping protect our reputation, creating great customer experiences, helping our technicians have successful days, and turning customer interest into booked work.

You're not just answering the phone — you're directly contributing to A1 Door Company's growth.

The Bottom Line

If you love helping people, love talking, and enjoy turning conversations into real results , you can do very well in this role.

We'll teach you the systems. You bring the energy and the care.

Apply today and come grow with A1 Door Company.

A1 Door Company is an equal opportunity employer and values a positive, driven, team-oriented workplace.