Customer Experience Specialist

NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America
Overview

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. Your primary role is to book service appointments with accuracy, empathy, and professionalism—ensuring customers feel heard and well taken care of. This full-time on-site role is in Charlotte, NC with a schedule of 7:00-4:00pm or 8:00-5:00pm, five days on-site with two consecutive days off.
Responsibilities

Make and return outbound calls following up on requests for sales or service.
Answer a high volume of inbound and 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.
Participate in outbound call campaigns as needed.
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 of 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.
Empathy and patience
Conflict resolution and problem-solving
Time management and multi-tasking
Teamwork and collaboration
Positive and professional demeanor
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.

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