Customer Experience Specialist

Customer Experience Specialist – Stan’s Heating, Air, Plumbing & Electrical Location: Austin, TX (on-site, call center) Schedule: Full-time, non-exempt (hourly) Compensation: $17.00 too $20.00 per hour About Stan’s Since 1954, Stan’s has helped Austin homeowners stay comfortable with heating, air conditioning, plumbing, drain, and electrical services. We started as a small family operation and grew into one of Central Texas’s most trusted home service companies. Our values haven’t changed: take care of the customer, do the job right, and stand by our work. The Role As a Customer Experience Specialist, you’re the first voice our customers hear and the first impression they get of Stan’s. Many callers are frustrated, uncomfortable, or unsure of what to do. Your job is to turn that moment into a booked appointment and a confident, well-informed customer. Every call matters. You’ll listen carefully, ask the right questions, and guide each customer through what to expect. Then you’ll hand the job off to Dispatch quickly so the right technician arrives prepared, and the customer is already ready to move forward. Customer satisfaction at Stan’s starts with you, long before a truck pulls into the driveway. What You’ll Do

• Answer a high volume of inbound calls quickly and with urgency, treating every call as a customer who needs help and as a chance to book work
• Turn requests from phone, web, chat, and text into booked appointments that fill technician schedules
• Build trust by listening, asking clarifying questions, and communicating with empathy, confidence, and clarity
• Set accurate, realistic expectations for arrival windows, diagnostic fees, and what happens next
• Capture complete job details, including equipment type, symptoms, access notes, and customer history, so technicians arrive ready to solve the problem
• Book appointments based on technician skills, capacity, and geography, and hand off to Dispatch with urgency
• Make outbound calls to schedule maintenance visits, recover unbooked leads, follow up on open estimates, and fill open capacity
• Keep customers updated on appointment status, delays, and rescheduling so they’re never left wondering
• Enroll customers in maintenance and membership programs when they genuinely benefit
• Own customer issues through to resolution, and escalate complex or sensitive situations to the Customer Operations Manager with full context
• Enter and maintain accurate customer, property, and job information in ServiceTitan
• Document call outcomes and dispositions consistently so booking and lead source reporting stay accurate
• Meet or exceed goals for speed to answer, booking rate, call quality, membership conversion, and schedule adherence
• Take part in call reviews, coaching sessions, and team huddles with a coachable, growth-minded attitude
• Stay current on processes, pricing, promotions, and system updates
• Work with Dispatch, Service, Sales, Install, Marketing, and Accounting to take care of customers completely
• Support the team during peak call volume and Austin’s busy summer season
• Other duties as assigned

What We’re Looking For

Required:

• High school diploma or equivalent
• At least 1 year of customer service, call center, retail, hospitality, or inside sales experience
• Comfortable with phone systems, CRM software, and Microsoft Office
• Proven ability to handle high volumes of inbound and outbound calls while staying accurate and friendly
• A positive, helpful demeanor that comes through over the phone
• Composure and professionalism with upset or escalated customers
• Strong listening, multitasking, and problem-solving skills
• Availability for evening, weekend, and holiday shifts as needed

Preferred:

• Associate or bachelor’s degree
• Experience in HVAC, plumbing, or electrical
• ServiceTitan or similar CRM experience
• Prior sales, inside sales, or lead conversion experience
• Working knowledge of dispatch or service scheduling

Working Conditions

• Call center environment
• Extended use of a computer, headset, and phone throughout the shift
• Able to sit for extended periods
• Able to lift up to 20 lbs

What We Offer

• Competitive hourly pay plus performance-based incentives
• Standard benefits package for full-time, regular employees
• [Optional: list specific benefits, e.g., health/dental/vision, 401(k) with match, PTO, paid training]
• Training, coaching, and room to grow into dispatch, sales, or leadership roles

Ready to Be the Voice of Stan’s? If you love helping people and thrive in a fast-paced environment, we want to hear from you. Apply today! Employment is contingent upon successful completion of a background check, drug screening and motor vehicle record (MVR) check. Stan’s Heating, Air, Plumbing & Electrical is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information or any other status protected by law. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.