Customer Experience Specialist - Richmond

Job Description

Job Description

Salary: $20 Per Hour Plus Bonus

Customer Experience Specialist

Inbound Calls & Booking

If you love being on the phone, connecting with people, and helping them solve real problems youre going to love this role.

This is not a sit-back-and-take-messages kind of role.

This is where first impressions are made, trust is built, and jobs get booked.

What This Role Really Is

You are the first voice our customers hear.

You set the tone for everything that comes next.

When someone calls us, theyre usually dealing with a problem. Your job is to:

• connect with them
• understand whats going on
• guide the conversation
• get them scheduled

Simple but not easy.

Done well, you make customers feel taken care of and help drive real revenue for the company.

What Youll Be Doing Daily

• Answering inbound calls quickly and with a positive, confident tone
• Talking with customers, listening closely, and asking the right questions
• Booking jobs accurately and setting clear expectations
• Taking clean, detailed notes so the team is set up to win
• Responding to chats and leads quickly
• Following up on missed opportunities and unbooked calls
• Keeping things organized and moving throughout the day

Youll spend most of your time on the phone. If that sounds draining this is not the role.

If that sounds energizing youll love it here.

What Success Looks Like

• 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 its busy
• Customers hang up thinking, that was easy, Im glad I called them

Who This Is Perfect For

Youre 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
• dont give up when a call gets a little harder
• are reliable, on time, and consistent

You dont need to be perfect. You do need to care.

Who This Is NOT For

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

What Youll Learn

Well teach you:

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

What we cant teach is your attitude, energy, and willingness to engage. That part matters most.

Why This Role Matters

Every call matters.

Youre not just answering phones youre:

• 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.

Compensation & Benefits

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

Schedule

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

The Bottom Line

Were 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

Youll do really well here.

Additional Information

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

If this feels like you, apply.