Customer Experience Specialist-Trades

Description

Customer Experience Specialist

Location: Orlando, FL
Job Type: Full-time
Work Location: In person
Pay: $22–$26 per hour depending on experience, plus a performance-based incentive structure

About Us

Seacoast Service Partners is a growing service platform supporting leading HVAC, plumbing, refrigeration, and related service companies across Florida. We are focused on building strong local teams, delivering quality service, and creating growth opportunities for the people who represent us.

At SSP, our core values guide how we work every day: Working Together, Safety Above All, Integrity & Trust, and Results & Growth.

Position Summary

Seacoast Service Partners is seeking an experienced Customer Experience Specialist with a strong background in customer service, call center operations, or customer care within the skilled trades or home services industry.

This role supports customers across our residential HVAC and plumbing businesses by handling inbound and outbound communications, understanding customer needs, and converting qualified calls and leads into booked service appointments. The Customer Experience Specialist also helps maintain accurate customer information and ensures a smooth handoff between the customer service and dispatch teams.

The right candidate is comfortable in a high-volume service environment, knows how to handle customer questions and objections, and understands the importance of both customer experience and booking performance.

What You’ll Do

• Handle inbound and outbound customer calls for residential HVAC and plumbing services
• Identify customer needs and convert qualified calls and leads into booked service appointments
• Provide professional, helpful, and efficient customer service throughout each interaction
• Handle customer questions and objections while keeping conversations focused on finding the appropriate service solution
• Follow established call scripts, processes, and brand standards
• Create and maintain accurate customer, lead, and job information within the CRM
• Support dispatch handoffs and communicate accurate information to the appropriate team
• Maintain accurate lead statuses and customer records
• Follow established procedures for Google Local Services Ads leads and customer inquiries
• Support lead tracking and routing across multiple locations
• Help maintain service levels during periods of high call volume
• Participate in call reviews, coaching, training, and ongoing performance development

What Success Looks Like

• Qualified calls and leads are consistently converted into booked service appointments
• Customers receive responsive, professional, and helpful service
• Customer questions and objections are handled confidently and effectively
• Calls are handled efficiently while maintaining a strong customer experience
• Customer, lead, and job information is entered accurately and consistently
• Dispatch handoffs are accurate and complete
• Established scripts, processes, and service standards are followed
• Coaching and feedback are applied to continued performance improvement
• Individual performance contributes to team booking, call quality, and customer service goals

Required Qualifications

• 2+ years of experience in a call center, high-volume customer service, or customer care environment
• Customer service experience within HVAC, plumbing, electrical, or a related skilled-trades/home-services environment
• Experience handling inbound and outbound customer calls
• Experience working with a CRM or customer management system
• Strong customer service and communication skills
• Ability to confidently handle customer questions and objections
• Comfortable working in a performance-driven environment with call and booking expectations
• Strong written and verbal communication skills
• Basic proficiency with Google Sheets or Excel
• High school diploma or equivalent
• Ability to work in person at our Orlando office

Preferred Qualifications

• ServiceTitan experience is a plus; training will be provided
• Familiarity with RingCentral or a similar phone/VoIP system
• Google Local Services Ads (LSA) experience
• Experience with call tracking or lead attribution platforms
• Experience in a multi-location or private-equity-backed operating environment
• Bilingual English/Spanish

What We Offer

• $22–$26 per hour depending on experience
• Performance-based incentive structure in addition to hourly pay
• Medical, dental, and vision insurance
• Paid time off and paid holidays
• 401(k) with company match
• Career development and growth opportunities

Seacoast Service Partners is an Equal Opportunity Employer.