Customer Experience Specialist - Home Services

Socket.dev; Frederick (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

TriState Home Services in Frederick, MD is seeking a friendly, organized Customer Service Representative to handle a busy phone, solve problems, and ensure every customer feels taken care of. You’ll support scheduling, gather accurate information, and communicate with dispatchers and technicians.

The role emphasizes strong communication, organization, and the ability to multitask in a fast-paced environment. Training and team support are provided to help you grow with the company.

Qualifications

• 1+ years in customer service, call center, or home services preferred.
• Excellent phone presence and communication skills.
• Strong organization and attention to detail.
• Ability to multitask and prioritize in a busy environment.
• Comfortable handling upset or frustrated customers.
• Basic computer proficiency and ability to learn new software quickly.
• Strong written communication skills.
• Dependable, positive, and team-oriented.
• HVAC, plumbing, electrical, or Service Titan experience is a plus.

Responsibilities

• Answer incoming calls and provide a professional, friendly customer experience.
• Schedule service appointments and gather accurate customer information.
• Listen to customer concerns and ask the right questions to understand needs.
• Handle multiple calls, tasks, and priorities in a fast-paced environment.
• Follow up with customers as needed.
• Identify opportunities for additional services and maintenance plans.
• Enter and maintain accurate customer information in company systems.
• Communicate with dispatchers, technicians, and other team members.
• Handle customer concerns calmly and professionally.
• Assist with administrative tasks and special projects as needed.

Skills

Phone skills

Organizational skills

Multitasking

Communication

Customer empathy

Tech proficiency

Service Titan experience

Team player

Problem solving

Detail orientation

Tools

ServiceTitan

CRM software

Job description

TriState Home Services in Frederick, MD is seeking a friendly, organized Customer Service Representative to handle a busy phone, solve problems, and ensure every customer feels taken care of. You’ll support scheduling, gather accurate information, and communicate with dispatchers and technicians.

The role emphasizes strong communication, organization, and the ability to multitask in a fast-paced environment. Training and team support are provided to help you grow with the company.