Customer Experience Specialist - Richmond

Customer Experience Specialist

Inbound Calls & Booking

In this role, you love being on the phone, connecting with people, and helping them solve real problems. This is a role that involves active engagement with customers to book work and set expectations.
This is not a sit-back-and-take-messages position. It’s where first impressions are made, trust is built, and jobs get booked.
What This Role Really Is

You are the first voice our customers hear and you set the tone for everything that comes next. When someone calls, they’re usually dealing with a problem. Your job is to:
connect with them
understand what’s going on
guide the conversation
get them scheduled
Simple… but not easy. When done well, you make customers feel taken care of and help drive revenue for the company.
What You’ll Be Doing Daily

Answer inbound calls quickly and with a positive, confident tone
Talk with customers, listen closely, and ask the right questions
Book jobs accurately and set clear expectations
Take clean, detailed notes so the team is set up to win
Respond to chats and leads quickly
Follow up on missed opportunities and unbooked calls
Keep things organized and moving throughout the day
You’ll spend most of your time on the phone. If that sounds draining, this is not the role. If that sounds energizing, you’ll love it here.
What Success Looks Like

You answer the phone 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 them”
Who This Is Perfect For

You’re probably a great fit if you:
actually enjoy talking on the phone
are naturally upbeat, warm, and easy to talk to
can connect with all kinds of people, not just easy ones
know how to stay calm when someone is frustrated or stressed
like solving problems and helping people move forward
are confident enough to guide a conversation and ask for the booking
don’t give up when a call gets a little harder
are reliable, on time, and consistent
You don’t need to be perfect. You do need to care.
Who This Is NOT For

This will not be a good fit if you:
avoid the phone or hope someone else answers it
get drained by talking to people all day
struggle with staying positive under pressure
rush people off the phone instead of helping them
avoid asking for the booking
need constant direction or reminders
What You’ll Learn

We’ll teach you:
our systems (including ServiceTitan)
how we schedule and set up jobs
how we track leads and customers
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 not just answering phones… you’re:
protecting our reputation
creating great customer experiences
helping our team have better, more productive days
turning interest into booked work
You are a direct part of our growth.
Compensation & Benefits

Competitive hourly pay based on experience
Performance bonuses tied to booking and performance
Paid time off and holidays
Ongoing training and growth opportunities
Schedule

Full-time role
Monday to Friday
In-office
The Bottom Line

We’re looking for someone who can connect with people and get things done.
If you love helping, love talking, and love the feeling of turning a conversation into a real result, you’ll do really well here.
Additional Information

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

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