Position Summary:
We’re looking for a friendly, organized, and proactive Customer Success Specialist to join our Calgary team. In this role, you’ll be the first point of contact for our customers—helping them feel supported, heard, and well taken care of. From scheduling appointments to following up on service, you’ll play a key part in delivering a 5 star experience at every touchpoint.
Primary Goal: Provide an exceptional customer experience by confidently guiding inbound callers into successfully scheduled service appointments.
Core Focus: Handle inbound customer calls with professionalism and empathy, build customer confidence using the Nexstar service approach, and maximize booking opportunities for plumbing, heating, air conditioning, 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 & Administrative Responsibilities
- 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: The above statements are intended to describe the general nature and level of work being performed by the incumbent of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.
Qualifications & Experience:
- 2+ years of customer service experience (bonus if in plumbing, HVAC, or home services)
- Industry Knowledge: Basic familiarity with residential HVAC, plumbing, or electrical service operations is highly preferred.
- Technical Skills: Experience using ServiceTitan (or similar trade CRM/dispatch platforms) and standard Microsoft Office programs considered an asset.
- Operational Skills: Exceptional multi-tasking abilities, sharp spatial mapping/routing awareness, and a strong sense of urgency.
- Communication: Excellent phone etiquette, clear verbal communication, and strong conflict-resolution skills.
Required Certifications and/or Documentation:
- Valid Class 5 Alberta Driver’s Licence and Drive’s Abstract
- Criminal Record Check
Expected Skills and Attributes:
- Basic verbal and written communication skills.
- Strong work ethic and highly motivated; ability to work in fast paced environment.
- 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
