Customer Experience Specialist

Groundworks•Virginia Beach, VA

8d•Onsite

About The Position

The Customer Experience (CX) Specialist serves as the central point of communication between our customers, technicians, and office team. While this role includes traditional dispatch responsibilities, it is centered around delivering an exceptional customer experience from the first phone call through job completion. A successful CX Specialist is a proactive problem solver who can think critically, communicate effectively, and make sound decisions that support both our customers and our business. This role requires balancing technician efficiency with customer satisfaction while ensuring every interaction reflects our commitment to excellence. Earn what you're worth! This position includes a $20.00/hour base wage plus uncapped commission. If you're competitive, goal-oriented, and motivated by performance, this is your opportunity to build a rewarding career with an industry leader. Beyond competitive pay, Groundworks offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) with company match, and paid training. After six months, every employee becomes eligible for our Employee Ownership Program (ESOP), giving you the opportunity to share in the company's long-term success while building your own career.

Requirements

Customer service or dispatch experience preferred (plumbing, HVAC, home services, or construction industry strongly preferred).
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to remain calm and professional in fast-paced environments.
Strong problem-solving and decision-making skills.
Comfortable using scheduling software, dispatch platforms, and Microsoft Office.
Ability to adapt quickly as priorities change throughout the day.

Responsibilities

Deliver an exceptional experience on every customer interaction.
Listen actively to customer concerns and provide thoughtful, solution-oriented responses.
Resolve customer issues whenever possible while escalating complex situations appropriately.
Build trust and confidence through clear, professional communication.
Follow up with customers to ensure concerns have been resolved and expectations exceeded.
Schedule and dispatch technicians based on skill set, certifications, availability, and geographic efficiency.
Continuously monitor technician boards and adjust schedules throughout the day to maximize productivity.
Prioritize emergency calls while maintaining an efficient daily schedule.
Communicate schedule updates and changes with technicians in real time.
Coordinate with field leadership to ensure successful execution of the daily workload.
Book service appointments while educating customers on the value of our services.
Identify opportunities to maximize technician productivity and revenue through efficient scheduling.
Support business goals by maintaining high booking rates and minimizing downtime.
Collaborate with managers and field teams to improve processes and customer satisfaction.
Document all customer interactions accurately within company systems.
Take ownership of customer concerns and work toward timely resolution.
Handle customer escalations with professionalism, empathy, and confidence.
Partner with leadership when additional support is needed while maintaining customer confidence.
Make decisions that balance customer satisfaction with company policies and operational needs.