Customer Experience Specialist-Trades

Seacoast Service Partners NA LLC

Orlando (FL)

On-site

USD 30,000 - 36,000

Full time

13 days ago

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Benefits offered by this job

Medical, dental, and vision insurance

Paid time off and holidays

401(k) with company match

Career development opportunities

Job summary

Seacoast Service Partners in Orlando, FL, is hiring a Customer Experience Specialist with a strong background in high-volume customer service. You will manage calls for residential HVAC and plumbing, convert leads into booked appointments, and maintain CRM data with precision.

The role requires in-person work at our Orlando office, a 2+ year track record in similar environments, and strong communication skills. Bilingual English/Spanish is a plus, with a performance-based incentive structure.

Qualifications

2+ years in a call center/high-volume customer service
Experience in HVAC/plumbing/home-services environment
CRM or customer management system experience
Strong written and verbal communication; handle objections
In-person, Orlando office work is required
Bilingual English/Spanish is a plus

Responsibilities

Handle inbound and outbound calls for residential HVAC and plumbing services
Identify needs and convert calls/leads into booked service appointments
Provide professional, helpful, and efficient customer service
Follow call scripts and brand standards
Maintain accurate customer, lead, and job information in the CRM
Support dispatch handoffs with accurate information to teams
Keep lead statuses and customer records updated
Assist with Google Local Services Ads leads and inquiries
Support multi-location lead routing and performance tracking
Participate in coaching, training, and performance reviews

Skills

Call center experience

High-volume support

CRM proficiency

Strong communication

In-person office work

Bilingual English/Spanish

Basic Google Sheets/Excel

HVAC/Home-services knowledge

Education

High school diploma or equivalent

Tools

CRM system

RingCentral

Google Local Services Ads (LSA)

VoIP phone system

Job description

Description

Customer Experience Specialist

Location: Orlando, FL
Job Type: Full-time
Work Location: In person
Pay: $22–$26 per hour depending on experience, plus a performance-based incentive structure

About Us

Seacoast Service Partners is a growing service platform supporting leading HVAC, plumbing, refrigeration, and related service companies across Florida. We are focused on building strong local teams, delivering quality service, and creating growth opportunities for the people who represent us.

At SSP, our core values guide how we work every day: Working Together, Safety Above All, Integrity & Trust, and Results & Growth.

Position Summary

Seacoast Service Partners is seeking an experienced Customer Experience Specialist with a strong background in customer service, call center operations, or customer care within the skilled trades or home services industry.

This role supports customers across our residential HVAC and plumbing businesses by handling inbound and outbound communications, understanding customer needs, and converting qualified calls and leads into booked service appointments. The Customer Experience Specialist also helps maintain accurate customer information and ensures a smooth handoff between the customer service and dispatch teams.

The right candidate is comfortable in a high-volume service environment, knows how to handle customer questions and objections, and understands the importance of both customer experience and booking performance.

What You’ll Do

Handle inbound and outbound customer calls for residential HVAC and plumbing services
Identify customer needs and convert qualified calls and leads into booked service appointments
Provide professional, helpful, and efficient customer service throughout each interaction
Handle customer questions and objections while keeping conversations focused on finding the appropriate service solution
Follow established call scripts, processes, and brand standards
Create and maintain accurate customer, lead, and job information within the CRM
Support dispatch handoffs and communicate accurate information to the appropriate team
Maintain accurate lead statuses and customer records
Follow established procedures for Google Local Services Ads leads and customer inquiries
Support lead tracking and routing across multiple locations
Help maintain service levels during periods of high call volume
Participate in call reviews, coaching, training, and ongoing performance development

What Success Looks Like

Qualified calls and leads are consistently converted into booked service appointments
Customers receive responsive, professional, and helpful service
Customer questions and objections are handled confidently and effectively
Calls are handled efficiently while maintaining a strong customer experience
Customer, lead, and job information is entered accurately and consistently
Dispatch handoffs are accurate and complete
Established scripts, processes, and service standards are followed
Coaching and feedback are applied to continued performance improvement
Individual performance contributes to team booking, call quality, and customer service goals

Required Qualifications

2+ years of experience in a call center, high-volume customer service, or customer care environment
Customer service experience within HVAC, plumbing, electrical, or a related skilled-trades/home-services environmentExperience handling inbound and outbound customer calls
Experience working with a CRM or customer management system
Strong customer service and communication skills
Ability to confidently handle customer questions and objections
Comfortable working in a performance-driven environment with call and booking expectations
Strong written and verbal communication skills
Basic proficiency with Google Sheets or Excel
High school diploma or equivalent
Ability to work in person at our Orlando office

Preferred Qualifications