Customer Engagement Specialist

Who We Are

We have hard-working teams dedicated to our company's continued success, and we reward employees for their contributions. We prioritize our people and welcome you into the family through ongoing training, career development, comprehensive benefits, and a matching 401(k).

With opportunities for growth and performance-based incentives, your effort and commitment directly impacts your success.

What's It Like to Work Here

We're fun, ambitious, innovative, and driven by exceptional customer experiences. We believe our employees are the foundation of our success, and we invest heavily in both personal and professional growth.

Our culture is built around teamwork, accountability, and helping our customers and team members succeed.

Who You Are

You are a customer-focused professional who enjoys helping people and resolving concerns. You are an excellent communicator, stay calm under pressure, and are committed to creating positive customer experiences.

You take ownership of customer issues, work collaboratively with internal teams, and ensure every customer feels heard, valued, and supported.

Essential Job Functions

• Investigate and resolve customer concerns and complaints.
• Document customer interactions and case details accurately.
• Serve as the primary point of contact for customer escalations.
• Coordinate with internal teams to resolve customer issues.
• Escalate unresolved concerns to management when necessary.
• Keep customers informed throughout the resolution process.
• Follow up on open issues until resolution is complete.
• Build positive relationships and strengthen customer loyalty.
• Identify and retain at-risk customers.
• Handle property damage and service-related claims.
• Collect photos, documentation, and incident information.
• Coordinate claim investigations with field teams and management.
• Maintain accurate records of complaints and claims.
• Contact customers after service to verify satisfaction.
• Document customer feedback and identify trends.
• Monitor survey results and respond to customer concerns.
• Encourage customer participation in satisfaction surveys.
• Identify opportunities to improve the customer experience.
• Collaborate with operations and leadership teams.
• Meet customer satisfaction and resolution goals.
• Occasionally travel to customer homes for customer care visits.

Essential Job Requirements

To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications

• High School Diploma or GED equivalent.
• 3-4 years of customer service, customer relations, call center, or complaint resolution experience.
• Experience handling inbound and outbound customer communications.
• Strong communication and problem-solving skills.
• Ability to manage difficult conversations professionally.
• Strong organizational and time management skills.
• Customer-focused mindset with a passion for helping others.
• Ability to work independently and make sound decisions.
• Basic computer proficiency and ability to learn new software systems.
• Reliable and punctual attendance.
• Fluent ability to speak, read, and write English.
• Valid driver's license for occasional customer visits.

Preferred Qualifications

• Previous ServiceTitan experience.
• HVAC, Plumbing, Electrical, or home services industry experience.
• Experience handling customer escalations and complaint resolution.
• Experience with customer retention programs.
• Customer success, account management, or hospitality experience.

Daily Tasks

• Answer and return customer calls.
• Review customer complaints and feedback.
• Follow up on open service concerns.
• Respond to online reviews.
• Contact customers after completed services.
• Update customer records and case notes.
• Coordinate with operations and management teams.
• Monitor survey responses and customer feedback.
• Ensure customer issues are moving toward resolution.

Compensation & Hours

• Pay: $40,000.00 - $50,000.00 per year
• Schedule: Monday-Friday
• Hours: 8:00 AM-5:00 PM
• Location: In Office

Benefits

• Medical, Prescription, Dental, and Vision Insurance
• Disability and Term Life Insurance
• Matching 401(k)
• Paid Holidays
• Paid Time Off (PTO)

Candidates must successfully pass a background check and drug screening.

If you're passionate about helping customers, resolving challenges, and creating exceptional service experiences, we'd love to hear from you.

We are an Equal Opportunity Employer.