Customer Resolution Specialist

Job Description About Us:At Air Experts Heating, Cooling and Plumbing, we take pride in doing things the right way—for both our customers and our team. For many years, we've been voted Best Place to Work in Raleigh, as well as Best Plumber and Best HVAC Contractor.We care deeply about the quality of our work and the experience we provide. While issues and escalations do happen in any service business, they are the exception—not the norm—and we are committed to resolving them the right way every time.EXCELLENCE, INNOVATION, RESPECT, & INTEGRITY are our fundamental core values. We are committed to making sure our team members are provided with the tools they need to grow and succeed. What you do matters here.About the Role:We are looking for a dependable, professional, and solution-driven individual to take ownership of customer complaints and escalations. This is a high-impact role that directly supports the President and plays a key part in protecting and improving the customer experience.This position will primarily focus on resolving customer issues. When escalations are minimal (which is the goal), you will support the President and Installation team with administrative responsibilities.Key Responsibilities:Serve as the main point of contact for customer complaints and escalationsHandle difficult conversations with patience, professionalism, and empathyWork closely with management teams to investigate and resolve issues fullyFollow issues through to completion—ensuring the customer feels heard and satisfiedDocument and track all escalations and resolutionsProvide updates to both customers and internal leadershipComplete administrative and office support tasks as assigned by the President, primarily supporting the installation departmentWhat We're Looking For:Experience in HVAC and/or plumbing industry required (understanding how jobs are run from a process standpoint is essential)Strong customer service and conflict resolution skillsCalm, patient, and professional—especially in high-stress situationsExcellent written and verbal communication skillsHighly organized with strong follow-throughComfortable using Microsoft Outlook and general computer/phone systemsService Titan experience preferredWhy This Role Matters:This is not a typical customer service role. You will be handling our most important and sensitive customer interactions while working directly with company leadership. We are looking for someone who takes ownership, communicates clearly, and gets things resolved the right way.Work Environment:Full-time, in-office position Monday-Friday 8 AM - 5 PMFast-paced and team-orientedDirect exposure to leadership and company operationsCompensation & Benefits:Competitive Hourly PayMonthly bonus opportunitiesOpportunity to grow within the companyMedical Insurance – 3 plans to choose fromHSA with Company ContributionDental Insurance – 100% Company PaidLong Term Disability – 100% Company PaidShort Term DisabilityVision Insurance - 100% Company Paid$25,000 Life & $25,000 AD&D - 100% Company PaidAdditional voluntary life insurance available up to $300,000 with a guaranteed $100,000Critical Illness & Accident Insurance401K401K with 4% MatchCompany Profit SharingPaid Time OffPaid HolidaysEmployee Referral ProgramGenerous Employee Discounts on anything we offerIf this role sounds like a fit for you, apply to start the conversation.