Customer Experience Specialist Jobs in Charlotte, NC

Customer Experience Specialist
National Booking Center
Location: Charlotte, NC
Employment Type: Part-Time
Schedule: Saturday and Sunday, 7:00 AM–6:00 PM
Work Arrangement: On-site
About NearU
NearU is a people-centric, process-driven, and technology-enabled home services organization dedicated to transforming the residential HVAC, plumbing, and electrical industries through training, technology, and exceptional customer service.
We are growing our National Booking Center and seeking dependable, customer-focused professionals to join our team as Part-Time Weekend Customer Experience Specialists. If you enjoy helping people, solving problems, and creating positive customer experiences, we invite you to join our growing team.
Position Overview
As a Customer Experience Specialist, you will serve as a primary point of contact for customers seeking residential HVAC, plumbing, and electrical services. You will help create a seamless customer experience by answering calls, understanding customer needs, and accurately scheduling service appointments.
This position is ideal for someone who communicates with empathy and professionalism, thrives in a fast-paced environment, and enjoys helping customers find solutions.
This is an on-site, part-time weekend position based at our National Booking Center in Charlotte, NC. The required schedule is every Saturday and Sunday, from 7:00 AM to 6:00 PM. Candidates must be available to work both days consistently.
Key Responsibilities

• Answer high volumes of inbound calls and make outbound calls in a friendly, professional, and timely manner.
• Schedule service appointments for residential HVAC, plumbing, and electrical repairs, maintenance, and system replacements.
• Actively listen to customers to understand their concerns, identify service needs, and provide appropriate solutions.
• Follow up with customers regarding service requests, sales inquiries, and appointment scheduling.
• Navigate internal systems, including ServiceTitan or other CRM platforms, to schedule appointments and maintain accurate customer records.
• Communicate clearly and empathetically, particularly when addressing urgent service needs or challenging customer situations.
• Collaborate with dispatchers, technicians, and internal teams to support efficient scheduling and a positive customer experience.
• Participate in outbound calling campaigns as needed.
• Follow established scripts, procedures, and service standards to ensure consistent service quality.
• Maintain a customer-first attitude while managing competing priorities in a high-volume call center environment.
• Attend team meetings, coaching sessions, and training opportunities as required.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• At least two years of experience in customer service, call center operations, dispatching, or a related role.
• Strong verbal and written communication skills.
• Ability to manage high call volumes while maintaining professionalism, accuracy, and composure.
• Basic computer proficiency and the ability to navigate multiple systems simultaneously.
• Strong organizational skills and attention to detail when scheduling appointments and documenting customer interactions.
• Dependability, punctuality, and a commitment to working every Saturday and Sunday from 7:00 AM to 6:00 PM.
• Ability to work on-site at our Charlotte, NC, National Booking Center.
• Ability to remain seated and work at a computer and telephone for extended periods.

Preferred Qualifications

• Experience in the residential home services industry.
• Familiarity with HVAC, plumbing, or electrical services.
• Experience using ServiceTitan or similar customer relationship management (CRM) and scheduling software.
• Experience supporting urgent service requests or coordinating appointments in a dispatch or booking environment.

Core Competencies

• Customer service excellence
• Active listening and empathy
• Clear and professional communication
• Problem-solving and conflict resolution
• Attention to detail and scheduling accuracy
• Time management and multitasking
• Adaptability in a fast-paced environment
• Teamwork and collaboration
• Reliability and accountability
• Positive and professional demeanor

Why You'll Love Working with NearU

• Make a difference: Help homeowners get the services they need while creating a positive experience from the first call.
• Join a growing company: Be part of an innovative home services organization serving more than one million customers.
• Work with a supportive team: Collaborate with knowledgeable professionals who value teamwork and continuous improvement.
• Make your voice heard: Join a culture that encourages initiative, welcomes new ideas, and continually looks for better ways to serve customers.
• Grow your skills: Participate in training, coaching, and development opportunities that support your professional growth.

Join the NearU Team
At NearU, every customer interaction is an opportunity to make a difference. If you are dependable, customer-focused, and ready to help homeowners receive the services they need, we encourage you to apply.
Help us deliver an exceptional customer experience, one call at a time.