Customer Experience Specialist

Location: Rockledge, FL

Schedule: 12:00pm to 8:00pm to include every Saturday and Sunday.

This is a Full Time, Hourly position, working on-site at our Rockledge office.

Pay: $18.00-$20.00 hourly plus bonuses

About Us:

At Freedom Plumbing & Air, we pride ourselves on delivering top-notch services in heating, air conditioning, plumbing, and electrical work. Our reputation is built on our commitment to excellence and customer satisfaction. We offer a supportive and dynamic work environment where you can grow and succeed.

Why join our team?

• Weekly Paycheck
• Bonus Opportunities
• 401(k) Match & Health Benefits (Medical, Dental, Vision)
• Short & Long-Term Disability + Life Insurance
• Paid Time Off (PTO)
• Employee Assistance Program

What You’ll Do

• Handle high-volume inbound calls with professionalism and accuracy
• Convert inbound inquiries into scheduled, revenue-generating service appointments
• Make outbound calls to schedule, confirm, and follow up on appointments
• Resolve customer concerns while maintaining composure and professionalism
• Enter and manage data accurately within our CRM system
• Collaborate with dispatch, technicians, and internal teams to avoid scheduling errors
• Conduct follow-up calls with customers to ensure satisfaction and explore additional service opportunities
• Participate in training sessions and remain informed on service updates, offerings, and procedures
• Successfully convert requests for service into booked appointments to meet individual and team KPI goals
• Correctly identify customer needs and overcome objections that may impede call booking
• Accurately collect and enter all necessary customer information into the service database
• Answers all calls with a sense of urgency while providing superior customer service at all times
• Communicate professionally and effectively with Dispatch and Service teams to ensure proper customer handling
• Follow-up with customers to ensure overall satisfaction with customer experience and service
• Effectively handles all other lead sources; such as web leads and answering service messages.
• Successfully performs opening and closing duties.
• Other duties as assigned.

What we are looking for:

• Sales experience is preferred
• Previous high volume call center experience is preffered
• Home service experience preferred
• Service Titan experience is preffered
• Excellent verbal and written communication skills
• Positive, professional, and friendly demeanor
• Strong problem-solving and multitasking abilities
• Self-motivated, organized, and team-oriented
• High school diploma or equivalent (Associate’s or higher a plus)
  
  

Pre-Employment Requirements

All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report (if applicable). These are conducted in compliance with applicable laws and regulations.

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

EOE