Onsite CX & Appointment Specialist (Membership Sales)

Len-the-Plumbe; Horsham (PA); Sur place; USD 26 000 - 33 000; Plein temps

Avantages offerts par ce poste

Membership incentive

Benefits package

Flexible shifts

Résumé du poste

Len the Plumber Heating & Air is seeking a Customer Experience Specialist to join our Horsham, PA call center. You will convert inquiries into booked appointments, coordinate with Dispatch, and promote maintenance memberships while delivering exceptional customer service.

The role requires a high school diploma and at least 1 year in customer service, with a sales mindset and strong communication. This is a fully onsite, full-time position with hourly pay and incentives.

Qualifications

• High school diploma or equivalent.
• Minimum of one year of experience in customer service, call center operations, retail, hospitality, inside sales, or a related field.
• Strong verbal and written communication skills.
• Customer-first mindset with the ability to build trust and rapport quickly.
• Sales-minded approach and confidence guiding conversations toward appointment booking.
• Strong organizational, multitasking, and problem-solving abilities.
• Ability to remain calm and professional when assisting frustrated or upset customers.
• Proficiency with telephone systems, CRM software, and Microsoft Office.
• Dependable, coachable, and comfortable working in a fast-paced, performance-driven environment.
• Flexibility to work assigned evening and weekend shifts based on business needs.

Responsabilités

• Convert customer inquiries into booked service appointments.
• Build rapport with customers and communicate expectations.
• Capture accurate customer information, equipment details, service concerns, access instructions, and relevant service history.
• Explain the service process, appointment windows, diagnostic fees, and what customers can expect before a technician arrives.
• Take ownership of customer concerns and work toward timely resolution.
• Book appointments with consideration for technician availability, skills, and service area.
• Communicate booked appointments and important job details to Dispatch promptly.
• Partner with Dispatch to ensure customers receive accurate scheduling information.
• Proactively communicate appointment updates, delays, and rescheduling needs.
• Collaborate with field teams to create a seamless experience from the initial call through service completion.
• Contact existing customers to schedule routine maintenance appointments.
• Follow up on unbooked leads and outstanding estimates.
• Help fill available technician capacity through proactive customer outreach.
• Identify opportunities to educate customers on maintenance and membership programs.
• Recommend memberships when they align with customer needs and service requirements.
• Accurately enter and maintain customer, property, and appointment information in ServiceTitan or the current CRM.
• Document call outcomes and dispositions to support accurate lead and booking reports.
• Meet individual performance expectations related to speed to answer, booking rate, call quality, membership conversion, and schedule adherence.
• Participate in coaching, call reviews, and team meetings.
• Stay current on company processes, pricing, promotions, and system updates.
• Collaborate with Dispatch, Service, Sales, Installation, Marketing, and Accounting as needed.
• Assist during peak call volume and seasonal demand.
• Perform additional duties as assigned.

Connaissances

Customer service

Call center operations

Sales mindset

Communication skills

CRM software

Microsoft Office

Multitasking

Problem solving

Teamwork

Formation

High school diploma or equivalent

Outils

ServiceTitan

CRM software experience

Telephone systems

Description du poste

Len the Plumber Heating & Air is seeking a Customer Experience Specialist to join our Horsham, PA call center. You will convert inquiries into booked appointments, coordinate with Dispatch, and promote maintenance memberships while delivering exceptional customer service.

The role requires a high school diploma and at least 1 year in customer service, with a sales mindset and strong communication. This is a fully onsite, full-time position with hourly pay and incentives.