Customer Experience Specialist

Mario Purchaser LLC; Sanford (FL); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Match

PTO & Paid Holidays

Company-Paid Life Insurance

Job summary

American Air, Plumbing & Electric in Sanford, FL is hiring a Customer Experience Specialist for a full-time, on-site role with a schedule from 11:30am to 8:00pm and rotating Sundays. The pay is $17.00-$20.00 hourly plus bonuses, with medical, dental, and vision insurance, a 401(k) match, PTO, and life insurance.

You will convert service requests into booked appointments, collect customer information, and coordinate with dispatch and service teams to ensure great customer service and satisfaction.

Qualifications

• Excellent verbal and written communication skills
• Sales experience is preferred
• Previous high volume call center experience is preferred
• Home service experience preferred
• Self-motivated, organized, and team-oriented

Responsibilities

• Successfully convert requests for service into booked appointments to meet KPI goals
• Correctly identify customer needs and overcome objections to schedule calls
• Accurately collect and enter customer information into the service database
• Answer calls with urgency while providing superior customer service
• Coordinate with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure satisfaction and service quality
• Open and close duties and distribute service window updates

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Specialist

Full Time American Air, Plumbing, and Electrical, Sanford, FL, US

Salary Range: $17.00 To $20.00 Hourly

Customer Experience Specialist

Location: Sanford, FL

This is a Full Time, Hourly position, working on-site at our Sanford office.

Schedule: 11:30am to 8:00pm with rotating Sundays 8am-5pm.

Pay: $17.00-$20.00 hourly plus bonuses

About American

Join a team that's been trusted by homeowners since 1986! At American Air, Plumbing & Electric, we're a value-driven company that believes in doing what's right - providing honest, professional service and creating a workplace where our people can grow and succeed.

Why Join Us?

• Competitive hourly pay + weekly pay
• Incentive opportunities
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Opportunities for advancement in a company that promotes from within

ESSENTIAL JOB FUNCTIONS:

• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Ensure safety best practices are followed in the field.
• Work cross functionally with dispatchers and other departments to ensure the customer is fully taken care of
• Responsible for the distribution of service window updates to all service teams.
• Capture and distribute customer concerns to the appropriate service team(s).
• Other duties as assigned.

What You'll Do

• Handle high-volume inbound calls with professionalism and accuracy
• Convert inbound inquiries into scheduled, revenue-generating service appointments
• Make outbound calls to schedule, confirm, and follow up on appointments
• Resolve customer concerns while maintaining composure and professionalism
• Enter and manage data accurately within our CRM system
• Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors
• Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities
• Participate in training sessions and remain informed on service updates, offerings, and procedures

What we are looking for:

• Sales experience is preferred
• Previous high volume call center experience is preffered
• Home service experience preferred
• Service Titan experience is preffered
• Excellent verbal and written communication skills
• Positive, professional, and friendly demeanor
• Strong problem-solving and multitasking abilities
• Self-motivated, organized, and team-oriented
• High school diploma or equivalent (Associate's or higher a plus)

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.