Customer Experience Specialist - Richmond

Job Description

Job Description

Customer Experience Specialist

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

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

What This Role Really Is

You're the first voice our customers hear. You answer the phone with energy, connect fast, guide the conversation, and book the job — while taking clean notes that set our field team up to win. You'll spend most of your day on the phone. If that sounds draining, this isn't the role. If it sounds energizing, you'll love it here.

What You'll Do Daily

• Answer inbound calls quickly, with a warm, confident tone
• Listen closely, ask the right questions, and guide the call
• Book jobs accurately and set clear expectations
• Take clean, detailed notes so the team is set up to win
• Respond fast to chats, texts, and online leads
• Follow up on missed and unbooked opportunities

What Success Looks Like

• You answer consistently and quickly
• You build trust fast with customers
• You guide conversations instead of reacting to them
• You book a high percentage of the calls that come in
• You stay organized and accurate, even when it's busy
• Customers hang up thinking, "that was easy — I'm glad I called"

Who This Is Perfect For

You actually enjoy talking on the phone, you're naturally upbeat and warm, you connect with all kinds of people, you stay calm when someone's frustrated, you like solving problems, you're confident enough to ask for the booking, you don't give up when a call gets harder, and you're reliable and on time.

Who This Is NOT For

This won't work if you avoid the phone, get drained talking to people all day, struggle to stay positive under pressure, rush people off instead of helping them, avoid asking for the booking, or need constant reminders.

What You'll Learn

We'll teach you our systems (including ServiceTitan), how we schedule and set up jobs, and how we track leads. What we can't teach is your attitude, energy, and willingness to engage — that part matters most.

Why This Role Matters

Every call matters. You're protecting our reputation, creating great customer experiences, helping our techs have bigger days, and turning interest into booked work. You're a direct part of our growth.

Compensation & Benefits

• $20/hr
• Performance Bonuses, Weekly and Quarterly
• Health, Vision, Dental, Retirement, PTO, Holidays

Schedule

• Full-time (~40 hrs/wk)
• Mon - Fri, 8 - 5
• In Office

The Bottom Line

If you love helping, love talking, and love turning a conversation into a real result, you'll do really well here. We'll teach you the systems — you bring the energy and the care.

We are an equal opportunity employer and value a positive, driven, team-oriented environment. If this sounds like you, apply.