National Booking Center - Customer Experience Specialist

About the Role

Specialists will answer high‑volume inbound calls, schedule service appointments, follow approved scripts, and collaborate with internal teams to ensure timely service. They must maintain empathy, professionalism, and accuracy while using CRM tools such as ServiceTitan, and also handle outbound call campaigns, team meetings, and other assigned duties. • Answer high‑volume inbound calls and return outbound calls professionally. • Schedule residential HVAC, electrical, and plumbing service appointments using CRM systems. • Actively listen to customers, assess needs, and propose appropriate solutions. • Follow approved scripts, procedures, and service standards. • Participate in outbound call campaigns, team meetings, coaching sessions, and training. • Update service records accurately and collaborate with internal teams. • Maintain attention to detail and manage time efficiently.

Key Responsibilities

• ▸inbound calls
• ▸outbound calls
• ▸appointment scheduling
• ▸crm tools
• ▸servicetitan
• ▸service records

What You Bring

Candidates need a high school diploma or equivalent, at least two years of relevant customer‑service or call‑center experience, and strong written and verbal communication skills. Experience in HVAC, electrical, or plumbing services and familiarity with ServiceTitan are advantageous. The role requires flexibility to work evenings, weekends, and holidays, as well as the ability to sit for extended periods. • Maintain a positive, empathetic attitude during high‑stress periods. • High school diploma or equivalent required. • Minimum 2 years of customer service, call‑center, or dispatcher experience. • Experience in HVAC, electrical, or plumbing services preferred. • Proficiency with basic computer systems; ServiceTitan knowledge a plus. • Strong written and verbal communication skills. • Reliable, punctual, and flexible for varied shifts including evenings, weekends, and holidays. • Ability to sit for extended periods. • Demonstrate active listening and empathy. • Resolve conflicts and solve problems effectively. • Multitask and collaborate within a team. • Exhibit a positive and professional demeanor.

Requirements

• ▸high school
• ▸2+ years
• ▸customer service
• ▸hvac
• ▸servicetitan
• ▸flexibility

Benefits

NearU is a people‑centric, technology‑enabled customer service platform that is revolutionizing the home services industry. The company is expanding its national call center in winter/spring 2026 and is hiring Customer Experience Specialists in Charlotte, NC, to handle inbound calls for residential HVAC, electrical, and plumbing repairs. The position is full‑time onsite with varied shift options and includes a four‑week training program starting March 2, 2026. NearU offers an innovative, fast‑growing environment with a supportive team of technicians, dispatchers, managers, and executives. Employees are encouraged to act as “intrapreneurs,” drive continuous improvement, and benefit from comprehensive compensation packages. The company is an equal‑opportunity employer that provides reasonable accommodations under the ADA. • Work in an innovative, fast‑growing company serving over 1 million customers. • Join a collaborative culture with bright, kind colleagues. • Opportunities to act as intrapreneurs and drive positive change. • Receive comprehensive compensation packages. • Benefit from an equal‑opportunity employer committed to ADA accommodations.

Work Environment

Field