Customer Experience & Escalations Specialist

All Pro Plumbing, Heating & Air; Ballou (CA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Top-Tier Benefits Package

Competitive Pay

Medical, Dental & Vision Insurance

PTO & Paid Holidays

401(k) & IRA Options

Job summary

All Pro Plumbing, Heating & Air is seeking a Customer Experience Specialist to resolve customer concerns, manage escalations, and monitor service quality across our home services divisions. You will partner with operations to enhance the customer journey and satisfaction levels.

The role requires strong communication and analytical skills, experience in home services, and ability to collaborate across teams in a fast-paced environment. Competitive benefits and pay. On-site role in California.

Qualifications

• Experience in customer service, complaint resolution, or customer experience.
• Strong communication, problem-solving, and analytical skills.
• Experience in home services (HVAC, Plumbing, Electrical) preferred.
• Ability to work cross-functionally in a fast-paced environment.

Responsibilities

• Resolve customer concerns and manage escalations.
• Monitor service quality and drive customer satisfaction improvements.
• Investigate issues, identify root causes and implement solutions.
• Document interactions and escalate complex issues when needed.
• Coaching and feedback to improve customer service and communication.
• Track metrics and report on escalation trends and CSAT.

Skills

Customer service

Problem solving

Communication

Job description

All Pro Plumbing, Heating & Air is seeking a Customer Experience Specialist to resolve customer concerns, manage escalations, and monitor service quality across our home services divisions. You will partner with operations to enhance the customer journey and satisfaction levels.

The role requires strong communication and analytical skills, experience in home services, and ability to collaborate across teams in a fast-paced environment. Competitive benefits and pay. On-site role in California.