Customer Experience Coordinator- Evening Shift

Description

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

 Are you ready to be Part of Something BIGGER!

Southern Home Services Company is looking for a dynamic- Customer Experience Coordinator to join a thriving business that believes in work-life balance and cares about YOU!

This role will require candidates to have the availability to work evenings and weekends. 

About this role:

As a Customer Experience Coordinator (CEC), we are committed to delivering exceptional customer experiences. We are seeking passionate, career-minded individuals to join our new state-of-the-art Customer Experience Center. As a Customer Experience Coordinator, you will be an integral part of a team that strives to make a positive impact on both our clients and coworkers by providing outstanding service and support.

Role Overview:

The Customer Experience Coordinator (CEC) plays a critical role in delivering exceptional service by managing customer inquiries across multiple communication channels, including phone, email, chat, and social media. This role requires a compassionate, solution-oriented individual who can efficiently resolve customer concerns, maintain accurate records, and support company growth through outstanding service delivery.

Our core business centers around home services—including HVAC, plumbing, and electrical. In addition to inbound support, the CEC will also engage in proactive outbound calling efforts, such as following up on abandoned calls, scheduling services, renewing memberships, and promoting seasonal offers.

Key Responsibilities:

• Provide prompt, courteous, and professional customer support via phone, email, chat, and social media.
• Accurately log customer interactions and keep records current in the service database.
• Assess customer needs, troubleshoot issues, and deliver timely, effective solutions.
• Communicate service details, appointment updates, and membership benefits clearly to customers.
• Navigate and manage multiple systems and screens to access, update, and transfer information efficiently.
• Conduct outbound calls to schedule services, complete follow-ups, renew memberships, and share promotions.
• Maintain high standards of service quality through adherence to QA protocols and company guidelines.
• Demonstrate professionalism, empathy, and attention to detail in every customer interaction.

Qualifications:

• Exceptional communication and interpersonal skills with a customer-first mindset.
• Proven experience in customer service, preferably in a fast-paced environment.
• ServiceTitan experience is a plus but not required.
• Strong computer skills with the ability to navigate multiple systems efficiently.
• Ability to multitask, problem-solve, and work well under pressure.
• Reliable, punctual, and highly dependable.
• Previous QA experience is preferred to support quality control efforts.

The physical requirements of this job include: 

• Perform work while sitting and/or standing at an individual work station or office 
• Communicate verbally via phone or other communication device. 
• Ability to stand, walk and sit; talk or hear, both in person and by telephone 
• Use hands to type, handle or feel objects or controls; reach with hands and arms.  
• Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds. 
• Work is usually performed in an indoor office environment. 

Southern Home Services will make reasonable accommodations to allow an employee to perform the essential functions of the job.  

Why Join Us?

• Excellent growth potential within the company.
• Competitive salary and benefits package for full-time employees.
• Work in a dynamic, fast-paced environment with a supportive team.
• Opportunity to make a real difference in customer satisfaction and experience.

If you're ready to be part of a team that values customer experience and offers great career potential, apply today!

We offer an amazing benefits package for our full-time employees! For more information, visit our careers page: https://www.southernhomeservices.com/careers/benefits/

SHS is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization.