Customer Success Specialist – Call Center

Position Summary:

Were looking for a friendly organized and proactive Customer SuccessSpecialist to join our Calgary this role youll be the first point ofcontact for our customershelping them feel supported heard and well takencare of. From scheduling appointments to following up on service youll play akey part in delivering a 5 star experience at every touchpoint.

Primary Goal: Provide an exceptional customerexperience by confidently guiding inbound callers into successfully scheduledservice appointments.

Core Focus: Handle inbound customer calls withprofessionalism and empathy build customer confidence using the Nexstarservice approach and maximize booking opportunities for plumbing heating airconditioning and electrical services.

Key Accountabilities:

Customer Service & Booking

• Answer inbound customer calls with professionalism empathy and confidence
• Build value with customers and successfully book service appointments
• Schedule and reschedule appointments based on customer needs and company availability
• Follow company call-handling procedures and Nexstar booking practices
• Make outbound calls for appointment confirmations follow-ups and customer re-engagement
• Accurately enter customer information and service details into company systems
• Communicate clearly and professionally with customers and internal team members
• Handle customer questions and concerns with care and professionalism
• Maintain a positive attitude and adapt quickly in a fast-paced call centre environment
• Support team goals related to booking percentage customer satisfaction and call quality

Customer Communication Responsibilities

• Contact customers prior to technician arrival to confirm appointments and ensure customers are prepared for the visit
• Communicate schedule changes delays and updated arrival windows clearly and professionally
• Make outbound calls and send messages to confirm next-day appointments and secure unconfirmed bookings
• Maintain consistent communication with customers throughout the service process
• Help minimize cancellations and missed appointments through proactive follow-up and confirmation procedures

ServiceTitan Accuracy & AdministrativeResponsibilities

• Maintain accurate customer information service histories and detailed internal job notes within ServiceTitan
• Ensure all booked service and maintenance calls are entered correctly and meet company quality standards
• Verify correct Business Unit (BU) and Job Type selections for all appointments
• Enter clear and detailed job summaries outlining customer concerns and requested services
• Confirm memberships are properly attached to maintenance and service calls
• Ensure recall appointments are correctly linked to previous jobs using appropriate ServiceTitan features
• Verify customer addresses contact information and operational tags are accurate and complete
• Prepare detailed end-of-shift notes and updates to support smooth team communication and shift hand-offs
• Participate in team meetings and ongoing training to remain aligned with company procedures and service expectations

Note: Theabove statements are intended to describe the general nature and level of workbeing performed by the incumbent of this are not intended to be an exhaustive list of all responsibilitiesand activities required of this position.

Qualifications &Experience:

2 years of customer service experience (bonus if in plumbing HVAC orhome services)

Industry Knowledge: Basic familiarity with residential HVAC plumbingor electrical service operations is highly preferred.

Technical Skills: Experience using ServiceTitan (or similar tradeCRM/dispatch platforms) and standard Microsoft Office programs considered anasset.

Operational Skills: Exceptional multi-tasking abilities sharp spatialmapping/routing awareness and a strong sense of urgency.

Communication: Excellent phone etiquette clear verbal communicationand strong conflict-resolution skills.

Required Certifications and/orDocumentation:

ValidClass 5 Alberta Drivers Licence and Drives Abstract

CriminalRecord Check

Expected Skills and Attributes:

Basic verbal and written communication skills.

Strong work ethic and highly motivated; ability to work in fast pacedenvironment.

Detail oriented.

Working Conditions & Performance Expectations:

Working Conditions

• Fast-paced inbound call centre environment with a high volume of customer interactions
• Extended periods of sitting computer use and phone communication
• Weekend evening and holiday availability may be required based on business needs
• Ability to manage multiple tasks schedules and conversations simultaneously
• Frequent communication with customers technicians dispatch and internal departments
• Performance-driven environment focused on customer experience booking success and operational efficiency

Performance Expectations

• Consistently deliver professional empathetic and customer-focused service on every interaction
• Meet or exceed booking conversion goals and call quality standards
• Maintain accuracy and attention to detail within ServiceTitan and company systems
• Follow Nexstar call-handling procedures and company policies consistently
• Demonstrate reliability punctuality and accountability in daily responsibilities
• Maintain clear and professional communication with customers and team members
• Adapt quickly to changing schedules priorities and operational demands
• Contribute positively to team culture and support company goals
• Respond to customer concerns and scheduling challenges with professionalism and urgency

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