Customer Experience Specialist in Horsham, Pennsylvania at Len the Plumber
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Job Description
Customer Experience Specialist
Location: Horsham, PA – 100% Onsite
Department: Customer Operations
Employment Type: Full-Time, Hourly
Compensation: $19–$24 per hour, based on experience + Incentives
About Len the Plumber Heating & Air
Len the Plumber Heating & Air has provided trusted plumbing and HVAC services throughout the Mid-Atlantic for more than 25 years. We are a growing organization committed to exceptional customer service, supporting our field teams, and creating opportunities for employees to build rewarding careers in the home-services industry.
Position Summary
Len the Plumber Heating & Air is seeking a customer-focused, sales-minded Customer Experience Specialist to join our call center team in Horsham, PA. This role serves as the first point of contact for customers seeking plumbing, HVAC, and related home services.
The Customer Experience Specialist is responsible for converting customer inquiries into booked appointments while creating a positive, reassuring experience from the first interaction. The ideal candidate builds trust quickly, communicates clear expectations, and partners closely with Dispatch to ensure technicians receive accurate job information.
This is a fully onsite position in Horsham, PA.
What You'll Do
Customer Experience & Appointment Booking
- Answer a high volume of inbound customer calls promptly and professionally.
- Convert customer inquiries received by phone, web, chat, and text into booked service appointments.
- Build rapport by listening carefully, asking questions, and communicating with empathy and confidence.
- Explain the service process, appointment windows, diagnostic fees, and what customers can expect before a technician arrives.
- Accurately capture customer information, equipment details, service concerns, access instructions, and relevant service history.
- Take ownership of customer concerns and work toward timely resolution.
Scheduling & Dispatch Coordination
- Book appointments with consideration for technician availability, skills, and service area.
- Communicate booked appointments and important job details to Dispatch promptly.
- Partner with Dispatch to ensure customers receive accurate scheduling information.
- Proactively communicate appointment updates, delays, and rescheduling needs.
- Collaborate with field teams to create a seamless experience from the initial call through service completion.
Outbound Calling & Membership Sales
- Contact existing customers to schedule routine maintenance appointments.
- Follow up on unbooked leads and outstanding estimates.
- Help fill available technician capacity through proactive customer outreach.
- Identify opportunities to educate customers on maintenance and membership programs.
- Recommend memberships when they align with customer needs and service requirements.
Documentation & Performance
- Accurately enter and maintain customer, property, and appointment information in ServiceTitan or the current CRM.
- Document call outcomes and dispositions to support accurate lead and booking reports.
- Meet individual performance expectations related to speed to answer, booking rate, call quality, membership conversion, and schedule adherence.
- Participate in coaching, call reviews, and team meetings.
- Stay current on company processes, pricing, promotions, and system updates.
- Collaborate with Dispatch, Service, Sales, Installation, Marketing, and Accounting as needed.
- Assist during peak call volume and seasonal demand.
- Perform additional duties as assigned.
What We're Looking For
Required Qualifications
- High school diploma or equivalent.
- Minimum of one year of experience in customer service, call center operations, retail, hospitality, inside sales, or a related field.
- Ability to manage a high volume of inbound and outbound calls while maintaining accuracy and professionalism.
- Strong verbal and written communication skills.
- Customer-first mindset with the ability to build trust and rapport quickly.
- Sales-minded approach and confidence guiding conversations toward appointment booking.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to remain calm and professional when assisting frustrated or upset customers.
- Proficiency with telephone systems, CRM software, and Microsoft Office.
- Dependable, coachable, and comfortable working in a fast-paced, performance-driven environment.
- Flexibility to work assigned evening and weekend shifts based on business needs.
Preferred Qualifications
- Experience in HVAC, plumbing, electrical, or residential home services.
- Experience with ServiceTitan or similar CRM software.
- Previous inside sales, appointment booking, or lead conversion experience.
- Familiarity with dispatching or service scheduling.
- Associate or bachelor's degree.
Work Environment & Physical Requirements
- Work is performed in a call center environment.
- Extended use of a computer, headset, and telephone throughout the shift.
- Ability to remain seated for extended periods.
- Ability to lift up to 20 pounds as needed.
Schedule
Full-time position with flexible shifts scheduled within the call center's operating hours:
Day | Call Center Hours |
Monday–Friday | 7:00 AM–9:00 PM |
Saturday–Sunday | 7:00 AM–5:00 PM |
Schedules may include evenings, weekends, and holidays based on business needs and seasonal demand. These are the call center's operating hours, not the hours of an individual shift.
Compensation & Benefits
- Hourly Pay: $19–$24, based on experience.
- Membership Sales Incentive: $20 per membership sold.
- Benefits: Standard benefits package available to eligible full-time employees.
This job description is not intended to be an exhaustive list of all responsibilities, qualifications, or working conditions associated with the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the role.
Equal Opportunity Employer.