Customer Success Specialist – Call Center

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Customer Success Specialist – Call Center

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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

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

Please visit our careers page to see more job opportunities.