Customer Engagement Specialist
$40,000–$50,000 year
On-siteBartlett, Tennessee, United States
Job Summary
Investigate and resolve customer concerns, complaints, and service-related claims while documenting interactions and case details accurately. Serve as the primary point of contact for escalations, coordinate with internal and field teams to ensure issues move toward resolution, and keep customers informed throughout the process. Follow up on open issues, monitor survey responses, and contact customers after service to verify satisfaction. Occasionally travel to customer homes for care visits. This role requires a high school diploma, three to four years of customer service experience, and fluency in English, with a Monday-Friday schedule from 8:00 AM to 5:00 PM in an in-office setting.
Required Qualifications
- High School Diploma or GED equivalent.
- 3-4 years of customer service, customer relations, call center, or complaint resolution experience.
- Experience handling inbound and outbound customer communications.
- Strong communication and problem-solving skills.
- Ability to manage difficult conversations professionally.
- Strong organizational and time management skills.
- Customer-focused mindset with a passion for helping others.
- Ability to work independently and make sound decisions.
- Basic computer proficiency and ability to learn new software systems.
- Reliable and punctual attendance.
- Fluent ability to speak, read, and write English.
- Valid driver's license for occasional customer visits.
Desired Qualifications
- Previous ServiceTitan experience.
- HVAC, Plumbing, Electrical, or home services industry experience.
- Experience handling customer escalations and complaint resolution.
- Experience with customer retention programs.
- Customer success, account management, or hospitality experience.
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