Customer Experience Specialist/Dispatcher

NearU, and Affiliate Regional HVAC Branches • Charlotte, NC

23d • $15 - $25 • Onsite

About The Position

NearU is a people-centric, process-driven, and technology-enabled home services platform dedicated to revolutionizing the customer and employee experience across the residential HVAC, Electrical, and Plumbing industries. Serving more than one million customers nationwide, we are committed to delivering exceptional service through our people, innovative technology, and customer-first approach. As a Customer Experience Specialist / Dispatcher, you will be the first point of contact for our customers, delivering an exceptional service experience while scheduling appointments and coordinating service requests. This role combines customer service excellence with dispatcher responsibilities, ensuring customers are scheduled accurately and efficiently whie supporting our field teams to provide timely service. The ideal candidate thrives in a fast-paced, high-volume environment, can effectively multi-task, remains calm under pressure, and possesses outstanding communication and problem-solving skills.

Requirements

• High School Diploma or equivalent required.
• Minimum of two (2) years of experience in customer service, call center operations, dispatching, scheduling, or appointment setting.
• Previous experience working in a fast-paced, high-volume customer service environment.
• Ability to effectively manage multiple tasks while maintaining accuracy and attention to detail.
• Strong verbal and written communication skills.
• Excellent typing and computer navigation skills with the ability to learn multiple software platforms.
• Ability to remain calm, professional, and solution-oriented when handling difficult customer situations.
• Strong organizational and time management skills.
• Reliable attendance and punctuality.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.
• Ability to sit for extended periods while utilizing a computer and telephone throughout scheduled shifts.

Nice To Haves

• Previous dispatching or scheduling experience within the HVAC, Electrical, Plumbing, or Home Services industry.
• Experience utilizing ServiceTitan or other customer relationship management (CRM) software.
• Experience working within a National Booking Center or call center environment.
• Bilingual communication skills are a plus.

Responsibilities

• Schedule service appointments for residential HVAC, Electrical, and Plumbing repairs, maintenance, and system replacement services.
• Answer a high volume of inbound customer calls in a friendly, professional, and timely manner.
• Dispatch and coordinate service appointments while ensuring technicians are appropriately assigned based on customer needs, location, and availability.
• Make and return outbound calls to customers regarding appointment confirmations, rescheduling requests, and service follow-ups.
• Provide exceptional customer service while demonstrating empathy, patience, and professionalism during every interaction.
• Accurately document customer information and service requests within ServiceTitan or other customer relationship management systems.
• Effectively communicate appointment details, service expectations, and timelines to customers.
• Resolve customer concerns by actively listening, asking appropriate questions, and providing timely solutions or escalating issues when necessary.
• Maintain accuracy while working in a high-volume, fast-paced environment and balancing multiple priorities simultaneously.
• Collaborate with dispatch, branch leadership, technicians, and internal teams to ensure seamless service delivery and customer satisfaction.
• Participate in outbound calling campaigns, including appointment confirmations, lead follow-up, and customer service initiatives.
• Follow established call scripts, service standards, policies, and procedures to ensure consistency and quality.
• Participate in ongoing training, coaching sessions, and team meetings focused on continuous improvement and customer experience excellence.
• Meet established performance expectations related to productivity, quality, attendance, and customer satisfaction.
• Perform other duties as assigned.

Benefits

• We believe our people are our greatest asset and are committed to creating an environment where employees are empowered to grow, innovate, and make an impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED