Customer Experience Specialist

Mario Purchaser LLC•Sanford, FL

5d•Onsite

About The Position

The Customer Experience Specialist is the first voice a customer hears and the first impression they form of the company. This role owns the earliest and most influential part of the customer journey, taking a customer who is often frustrated, uncomfortable, or unsure and turning that moment into a booked appointment and a confident, well-informed customer. Every inbound lead is time-sensitive, and this position is responsible for getting customers booked quickly and handed off to Dispatch with urgency, while treating every call as both a customer rescue and a chance to convert demand into booked, revenue-producing work. Trust is the product of this role. The Customer Experience Specialist listens carefully, asks the right questions, and communicates with empathy, confidence, and speed so the customer feels heard and helped. Customer satisfaction begins here, long before a truck pulls into the driveway, and it is built on being accurate, responsive, and honest about what the customer can expect. Just as importantly, this position guides the customer and lays out exactly what the customer should expect through the process. That preparation sets the stage for the technician to arrive to a customer who already trusts the company and is ready to move forward, which is what allows the technician to convert the visit into completed work. This role works in close partnership with Dispatch so the right technician is sent to the right job with the information needed to succeed.

Requirements

Genuine customer focus with a positive, friendly, and helpful demeanor that comes through over the phone
Thrives in a fast-paced, high-urgency environment where customers need help immediately
Ability to build rapport and earn trust quickly with customers who may be frustrated, uncomfortable, or anxious
Sales-minded approach that treats every interaction as a chance to help the customer and earn the business
Strong listening skills and empathy, paired with the confidence to guide the conversation toward a booked appointment
Understanding of how the business operates beyond the call, including what happens once a job is dispatched and how a prepared customer helps the technician succeed
Excellent verbal and written communication skills
Sound problem-solving and prioritization skills, with attention to detail while multitasking at a fast pace
A self-starter who works well independently and as part of a team
Composure and professionalism when handling upset or escalated customers
Requires schedule flexibility and the ability to work evenings, weekends, or holidays as needed to support the business
High school diploma or equivalent
Minimum 1 year of customer service, call center, retail, hospitality, or inside sales experience
Proficient with telephony systems, CRM software, and the Microsoft Office suite
Demonstrated ability to handle a high volume of inbound and outbound calls while maintaining quality and accuracy

Nice To Haves

Associate or bachelor's degree
Experience in the trades: HVAC, plumbing, electrical
Experience with ServiceTitan or similar CRMs
Prior sales, inside sales, or lead conversion experience
Working knowledge of dispatch or service scheduling

Responsibilities

Answer a high volume of inbound customer calls quickly and with urgency, treating every call as both a customer in need of help and an opportunity to convert demand into booked work
Convert customer requests received by phone, web, chat, and text into booked appointments that fill technician availability and support the revenue plan for the day
Build trust on every call by listening carefully, asking clarifying questions, and communicating with empathy, confidence, and clarity so the customer feels heard and helped
Guide the customer through the process so the customer is prepared and confident before the technician arrives
Set appointment expectations that are accurate and realistic for what Dispatch and the field team can deliver, including arrival windows and diagnostic fees
Capture complete and accurate job details, including equipment type, symptoms, access notes, and customer history, so the assigned technician arrives prepared to diagnose and resolve the issue
Book appointments with an understanding of technician skills, capacity, and geography so Dispatch can send the right technician to the right job
Hand off booked work to Dispatch with urgency so a technician is on the way as quickly as possible, particularly on the highest opportunity calls
Initiate outbound calls to established customers to schedule routine maintenance visits, recover unbooked leads, follow up on outstanding estimates, and fill open capacity in the schedule
Proactively update customers on appointment status, including delays and rescheduling, so they are never left wondering where their technician is
Identify and act on opportunities to enroll customers in maintenance and membership programs where those programs genuinely serve the customer
Serve as the customer's advocate inside the business, owning the issue through to resolution rather than transferring the problem
Escalate complex, urgent, or sensitive customer situations to the Customer Operations Manager with the context needed to resolve them quickly
Accurately collect, enter, and maintain customer, property, and job information in ServiceTitan or the current CRM
Document call outcomes, call reasons, and dispositions consistently so lead counts, booking rate, and lead source reporting remain accurate
Meet or exceed individual performance objectives, including speed to answer, booking rate, call quality, membership conversion, and schedule adherence
Participate in call reviews, coaching sessions, and team huddles with a coachable, growth-minded approach
Maintain proficiency by staying current on all process, pricing, promotion, and system updates
Work cross-functionally with Dispatch, Service, Sales, Install, Marketing, and Accounting to satisfy customer needs completely
Support the team during peak call volume and seasonal demand
Other duties as assigned