Customer Experience Specialist

NearU; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job description

3 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

This range is provided by NearU. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$21.00/yr - $25.00/yr

National Call Center Representative

NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience.

As a National Call Center Representative, you will be the frontline voice of our company, answering inbound calls from customers in need of residential HVAC, Electrical, and Plumbing repairs. Your primary role is to book service appointments with accuracy, empathy, and professionalism—ensuring our customers feel heard, valued, and well taken care of.

You will work in a fast-paced, high-volume call center environment where strong communication skills and a customer-first mindset are key to success. This is full-time onsite in Charlotte, NC. Hours for the position is 1-10pm Monday-Sunday, with two days off.

What You’ll Do

• Make and return outbound phone calls following up on requests for sales or service.
• Answer a high volume of inbound calls / outbound calls in a friendly, professional, and timely manner.
• Schedule appointments for residential HVAC, Electrical, and Plumbing repair services or full system replacement.
• Listen actively to customers to understand their needs and offer appropriate solutions.
• Navigate internal systems (e.g., ServiceTitan or other CRM) to schedule service and update records accurately.
• Collaborate with internal teams to ensure customers receive timely service and support.
• At times participate in outbound call campaigns
• Maintain a positive and empathetic attitude at all times—even during high-stress or high-volume periods.
• Follow approved scripts, procedures, and service standards.
• Participate in team meetings, coaching sessions, and training opportunities.
• Other duties as assigned.
  
  

We’re Excited About You Because Of Your…

• High school diploma or equivalent required.
• 2+ years previous experience in a customer service, call center, or dispatcher role is strongly preferred.
• Experience in HVAC, Electrical, or Plumbing services is a plus.
• Ability to handle high call volumes with calm, professionalism, and efficiency.
• Proficient in basic computer systems and customer relationship software (ServiceTitan knowledge is a plus).
• Strong written and verbal communication skills.
• Reliable, punctual, and able to work flexible shifts, including evenings and weekends.
• Must be able to sit for extended periods during scheduled shifts.
• Must be available to work varied shifts, including weekends, evenings, and holidays as needed.
  
  

Competencies

• Active listening
• Empathy and patience
• Conflict resolution and problem-solving
• Attention to detail
• Time management and multitasking
• Teamwork and collaboration
• Positive and professional demeanor
• Talking/Listening and Typing
  
  

Why You’ll Love Working at NearU

• We are an innovative and fast-growing company at the forefront of home services serving 1M+ customers.
• Our collective of technicians, dispatchers, managers, and executives is a group of bright and kind people.
• We love solving problems and are motivated by challenges and continuous improvement.
• We empower our team to become “intrapreneurs,” to take initiative, and to drive positive change.
• Our experienced leadership team wants to do it right and is always open to new ideas.
• We offer comprehensive compensation packages.
  
  

NearU is an Equal Opportunity Employer AA/EOE/M/F/V/D. In compliance with the Americans with Disabilities Act, NearU may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

Referrals increase your chances of interviewing at NearU by 2x

Get notified about new Customer Experience Specialist jobs in Charlotte, NC.

Customer Service Representative - State Farm Agent Team Member

Charlotte, NC $40,000.00-$46,000.00 6 months ago

Customer Experience Coordinator - Charlotte, NC

Work at Home Customer Service Agent (Full-Time & Part-Time) (NC)

Work at Home Contact Center Agent (Full-Time & Part-Time) (NC)

Customer Service Representative ($65k-195k)

Charlotte, NC $65,000.00-$195,000.00 4 months ago

Customer Service Representative - Remote

Hurricane Relief Call Center Representative

Customer Service Agent - CLT (Part-Time)

Veterinary Client Service Representative - 1st Shift

Customer Service Manager - National Booking Center

Charlotte, NC $40,000.00-$42,000.00 1 month ago

Customer Support Center Specialist I (Part-Time)

Customer Service Representative - State Farm Agent Team Member

Fort Mill, SC $35,000.00-$45,000.00 1 year ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.