Customer Experience Specialist

Tom-Drexler-1; Sanford (FL); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

PTO & Holidays

Job summary

American Air, Plumbing, and Electrical in Sanford, FL is seeking a Customer Experience Specialist. This full-time, on-site role pays $17.00–$20.00 per hour plus bonuses, with a schedule of 11:30am–8:00pm and Sunday rotations.

The position emphasizes converting requests into booked service appointments, delivering high-quality customer service, and working closely with dispatch and field technicians. You will be responsible for accurate data entry, maintaining CRM records, and following up to

Qualifications

• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Experience in sales or service calls is preferred.

Responsibilities

• Convert service requests into booked appointments to meet KPI goals.
• Handle high-volume inbound calls with professionalism and accuracy.
• Enter customer information into the service database accurately.
• Collaborate with dispatch and service teams to ensure proper handling.
• Follow-up with customers to ensure satisfaction and service quality.
• Open and close daily operations and ensure safety practices.

Skills

Sales experience

High volume calls

Customer service

Communication skills

Education

High school diploma or equivalent

Tools

Service Titan

CRM system

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.