Customer Experience Specialist - PT weekend

NearU, and Affiliate Regional HVAC Branches • Charlotte, NC

5d • $20 - $25 • Remote

About The Position

NearU is seeking a dependable, customer-focused Customer Experience Specialist for its National Booking Center. The role serves as a primary point of contact for customers seeking residential HVAC, plumbing, and electrical services. The specialist answers calls, understands customer needs, and accurately schedules service appointments to create a seamless customer experience. This remote, part-time weekend position is based in Charlotte, NC, and requires consistent availability every Saturday and Sunday from 7:00 AM to 6:00 PM. Training may be scheduled flexibly, and candidates must be able to attend training on-site.

Requirements

• High school diploma or equivalent.
• At least two years of experience in customer service, call center operations, dispatching, or a related role.
• Strong verbal and written communication skills.
• Ability to manage high call volumes while maintaining professionalism, accuracy, and composure.
• Basic computer proficiency and ability to navigate multiple systems simultaneously.
• Strong organizational skills and attention to detail when scheduling appointments and documenting customer interactions.
• Dependability, punctuality, and commitment to working every Saturday and Sunday from 7:00 AM to 6:00 PM.
• Ability to attend training on-site.
• Ability to remain seated and work at a computer and telephone for extended periods.

Nice To Haves

• Experience in the residential home services industry.
• Familiarity with HVAC, plumbing, or electrical services.
• Experience using ServiceTitan or similar customer relationship management (CRM) and scheduling software.
• Experience supporting urgent service requests or coordinating appointments in a dispatch or booking environment.

Responsibilities

• Answer high volumes of inbound calls and make outbound calls in a friendly, professional, and timely manner.
• Schedule appointments for residential HVAC, plumbing, and electrical repairs, maintenance, and system replacements.
• Listen to customers to understand concerns, identify service needs, and provide appropriate solutions.
• Follow up with customers regarding service requests, sales inquiries, and appointment scheduling.
• Use internal systems, including ServiceTitan or other CRM platforms, to schedule appointments and maintain accurate customer records.
• Communicate clearly and empathetically, especially when addressing urgent service needs or challenging customer situations.
• Collaborate with dispatchers, technicians, and internal teams to support efficient scheduling and a positive customer experience.
• Participate in outbound calling campaigns as needed.
• Follow established scripts, procedures, and service standards to ensure consistent service quality.
• Maintain a customer-first attitude while managing competing priorities in a high-volume call center environment.
• Attend team meetings, coaching sessions, and training opportunities as required.
• Perform other duties as assigned.

Benefits

• Training, coaching, and development opportunities supporting professional growth.
• Opportunity to work with a supportive team that values teamwork and continuous improvement.
• Opportunity to contribute ideas and participate in a culture that encourages initiative.

What This Job Offers

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