Customer Experience Specialist

Larry & Sons | Hagerstown, MD

Location: Hagerstown, MD – Call Center

Department: Customer Operations

Employment Type: Full-Time, Hourly

Compensation: $19-24/hr, with performance-based incentive opportunities

About Larry & Sons

Larry & Sons is a trusted provider of plumbing, heating, cooling, and related home services in the Hagerstown area. We are committed to delivering exceptional customer experiences, supporting our field teams, and creating opportunities for employees to build rewarding careers in the home-services industry.

Position Summary

Larry & Sons is seeking a customer-focused, sales-minded Customer Experience Specialist to join our team in Hagerstown, MD.

As the first point of contact for our customers, you will play an essential role in creating a positive experience, building trust, and converting customer inquiries into booked service appointments. Whether a customer is experiencing an urgent repair or scheduling routine maintenance, your ability to listen, communicate clearly, and respond with urgency will help ensure they feel confident and supported.

The ideal candidate thrives in a fast-paced environment, enjoys helping people, and understands that every customer interaction is an opportunity to provide excellent service while supporting the success of our technicians and business.

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 trust by listening carefully, asking the right 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

• Schedule appointments based on technician availability, skill sets, and service areas.
• 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 sessions, 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, weekend, and holiday 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, with scheduled shifts that may include evenings, weekends, and holidays based on customer demand and seasonal business needs.

Compensation & Benefits

• Compensation: $19.00-24.00/hour
• Incentives: Performance-based incentive opportunities.
• 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.

Larry & Sons is an Equal Opportunity Employer.