Customer Experience Specialist

Socket.dev; Charlotte (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Service Pros Installation Group in Charlotte, NC is seeking a Customer Care Specialist to handle customer inquiries via phone, email, and chat, document interactions in SPOT, and escalate unresolved issues to the Customer Care Supervisor. You will review warranty information with customers, conduct satisfaction surveys after installation, and support a courteous, accurate, and timely service experience.

This hourly, non-exempt role supports the team across the Southeast and requires clear

Qualifications

• High school diploma or GED; 1–2 years in customer service.
• Ability to read and comprehend simple instructions, correspondence, and memos; attention to detail.
• Strong English written and verbal skills.

Responsibilities

• Handle customer inquiries and complaints with professionalism; escalate when unresolved.
• Answer, document, and resolve calls from SPIG Customer Service Line.
• Input all data into SPOT to update records.
• Contact customer to review warranty information and conduct satisfaction surveys after installation.
• Other duties as assigned by the Customer Care Supervisor.

Skills

Communication

Customer Service

Problem Solving

Teamwork

Time Management

Written Communication

Oral Communication

Attention to Detail

Education

High school diploma or GED

Tools

SPOT data entry

Excel/Spreadsheet

Database software

Email/Word Processing

Job description

Service Pros Installation Group in Charlotte, NC is seeking a Customer Care Specialist to handle customer inquiries via phone, email, and chat, document interactions in SPOT, and escalate unresolved issues to the Customer Care Supervisor. You will review warranty information with customers, conduct satisfaction surveys after installation, and support a courteous, accurate, and timely service experience.

This hourly, non-exempt role supports the team across the Southeast and requires clear