Customer Experience Specialist - Richmond

Customer Experience Specialist Inbound Calls & Booking

In this role, you love being on the phone, connecting with people, and helping them solve real problems. This is a role that involves active engagement with customers to book work and set expectations.

This is not a sit-back-and-take-messages position. It’s where first impressions are made, trust is built, and jobs get booked.

You are the first voice our customers hear and you set the tone for everything that comes next. When someone calls, they’re usually dealing with a problem. Your job is to:

• connect with them
• understand what’s going on
• guide the conversation
• get them scheduled

Simple… but not easy. When done well, you make customers feel taken care of and help drive revenue for the company.

• Answer inbound calls quickly and with a positive, confident tone
• Talk with customers, listen closely, and ask the right questions
• Book jobs accurately and set clear expectations
• Take clean, detailed notes so the team is set up to win
• Respond to chats and leads quickly
• Follow up on missed opportunities and unbooked calls
• Keep things organized and moving throughout the day

You’ll spend most of your time on the phone. If that sounds draining, this is not the role. If that sounds energizing, you’ll love it here.

• You answer the phone consistently and quickly
• You build trust fast with customers
• You guide conversations instead of reacting to them
• You book a high percentage of the calls that come in
• You stay organized and accurate, even when it’s busy
• Customers hang up thinking, “that was easy, I’m glad I called them”

You’re probably a great fit if you:

• actually enjoy talking on the phone
• are naturally upbeat, warm, and easy to talk to
• can connect with all kinds of people, not just easy ones
• know how to stay calm when someone is frustrated or stressed
• like solving problems and helping people move forward
• are confident enough to guide a conversation and ask for the booking
• don’t give up when a call gets a little harder
• are reliable, on time, and consistent

You don’t need to be perfect. You do need to care.

This will not be a good fit if you:

• avoid the phone or hope someone else answers it
• get drained by talking to people all day
• struggle with staying positive under pressure
• rush people off the phone instead of helping them
• avoid asking for the booking
• need constant direction or reminders

We’ll teach you:

• our systems (including Service Titan)
• how we schedule and set up jobs
• how we track leads and customers

What we can’t teach is your attitude, energy, and willingness to engage. That part matters most.

Every call matters. You’re not just answering phones… you’re:

• protecting our reputation
• creating great customer experiences
• helping our team have better, more productive days
• turning interest into booked work

You are a direct part of our growth.

• Competitive hourly pay based on experience
• Performance bonuses tied to booking and performance
• Paid time off and holidays
• Ongoing training and growth opportunities

• Full-time role
• Monday to Friday
• In-office

We’re looking for someone who can connect with people and get things done.

If you love helping, love talking, and love the feeling of turning a conversation into a real result, you’ll do really well here.

We are an equal opportunity employer and value a positive, driven, and team-oriented environment.

If this feels like you, apply.