National Booking Center - Customer Experience Specialist

About the Role

• Make and return outbound calls to follow up on sales or service requests. • Answer high volume inbound and outbound calls professionally and promptly. • Schedule appointments for residential HVAC, electrical, and plumbing repairs or replacements. • Actively listen to customers to identify needs and propose appropriate solutions. • Use internal systems (e.g., ServiceTitan or CRM) to schedule service and update records accurately. • Collaborate with internal teams to ensure timely service delivery. • Participate in outbound call campaigns as needed. • Follow approved scripts, procedures, and service standards. • Attend team meetings, coaching sessions, and training opportunities. • Apply conflict resolution and problem‑solving techniques. • Maintain attention to detail and effective time‑management.

Key Responsibilities

• ▸outbound calls
• ▸inbound calls
• ▸appointment scheduling
• ▸servicetitan
• ▸team collaboration
• ▸conflict resolution

What You Bring

The position is full‑time onsite in Charlotte, NC, with a four‑week training program starting February 9 2026. Work hours are second shift (1–10 pm Eastern) with one weekday and one weekend day off. The call center operates in a fast‑paced, high‑volume environment where strong communication skills and a customer‑first mindset are essential. • Maintain a positive, empathetic attitude during high‑stress periods. • High school diploma or equivalent (required). • 2+ years experience in customer service, call center, or dispatcher role (preferred). • Experience in HVAC, electrical, or plumbing services (a plus). • Ability to handle high call volumes calmly and efficiently. • Proficiency with basic computer systems and CRM software; ServiceTitan knowledge is a plus. • Strong written and verbal communication skills. • Reliable, punctual, and flexible for evenings, weekends, and holidays. • Ability to sit for extended periods during shifts. • Demonstrate active listening, empathy, and patience. • Exhibit teamwork, collaboration, and a positive professional demeanor.

Requirements

• ▸high school
• ▸2+ years
• ▸hvac
• ▸crm
• ▸servicetitan
• ▸communication

Benefits

NearU emphasizes growth and innovation, serving over 1 million customers. The company values teamwork, intrapreneurship, and continuous improvement, offering comprehensive compensation packages and an inclusive, equal‑opportunity workplace. • Opportunities to act as an “intrapreneur,” take initiative, and drive change. • Comprehensive compensation packages. • Equal Opportunity Employer with accommodations available under the ADA.

Work Environment

Field