Customer Resolution Specialist

Customer Resolution Specialist

Job Category: Office Staff
Full-Time
On-site Raleigh, NC 27615, USA
Description

About Us: At Air Experts Heating, Cooling and Plumbing, we take pride in doing things the right wayfor both our customers and our team. For many years, we've been voted Best Place to Work in Raleigh, as well as Best Plumber and Best HVAC Contractor.
We care deeply about the quality of our work and the experience we provide. While issues and escalations do happen in any service business, they are the exceptionnot the normand we are committed to resolving them the right way every time.
Excellence, Innovation, Respect, & Integrity are our fundamental core values. We are committed to making sure our team members are provided with the tools they need to grow and succeed. What you do matters here.
About the Role: We are looking for a dependable, professional, and solution-driven individual to take ownership of customer complaints and escalations. This is a high-impact role that directly supports the President and plays a key part in protecting and improving the customer experience.
This position will primarily focus on resolving customer issues. When escalations are minimal (which is the goal), you will support the President and Installation team with administrative responsibilities.
Key Responsibilities:
Serve as the main point of contact for customer complaints and escalations
Handle difficult conversations with patience, professionalism, and empathy
Work closely with management teams to investigate and resolve issues fully
Follow issues through to completionensuring the customer feels heard and satisfied
Document and track all escalations and resolutions
Provide updates to both customers and internal leadership
Complete administrative and office support tasks as assigned by the President, primarily supporting the installation department
What We're Looking For:
Experience in HVAC and/or plumbing industry required (understanding how jobs are run from a process standpoint is essential)
Strong customer service and conflict resolution skills
Calm, patient, and professionalespecially in high-stress situations
Excellent written and verbal communication skills
Highly organized with strong follow-through
Comfortable using Microsoft Outlook and general computer/phone systems
Service Titan experience preferred
Why This Role Matters: This is not a typical customer service role. You will be handling our most important and sensitive customer interactions while working directly with company leadership. We are looking for someone who takes ownership, communicates clearly, and gets things resolved the right way.
Work Environment:
Full-time, in-office position Monday-Friday 8 AM - 5 PM
Fast-paced and team-oriented
Direct exposure to leadership and company operations
Compensation & Benefits:
Competitive Hourly Pay
Monthly bonus opportunities
Opportunity to grow within the company
Medical Insurance

3 plans to choose from
HSA with Company Contribution
Dental Insurance

100% Company Paid
Long Term Disability

100% Company Paid
Short Term Disability
Vision Insurance - 100% Company Paid
$25,000 Life & $25,000 AD&D - 100% Company Paid
Additional voluntary life insurance available up to $300,000 with a guaranteed $100,000
Critical Illness & Accident Insurance
401K
401K with 4% Match
Company Profit Sharing
Paid Time Off
Paid Holidays
Employee Referral Program
Generous Employee Discounts on anything we offer
If this role sounds like a fit for you, apply to start the conversation.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.