Customer Service Program Specialist

Supplying Your Family with Dependable Comfort Since 1991

At All Pro, we’ve built a legacy of trust and excellence in residential HVAC, Plumbing & Electrical services. Our commitment to quality and customer satisfaction is matched only by our dedication to our team. When you join All Pro, you're not just starting a job—you’re becoming part of a company that values your growth, well-being, and success.

What We Offer:

• Top-Tier Benefits Package – Designed to support you and your family.
• Highly Competitive Pay – Because your skills deserve to be rewarded.
• Comprehensive Medical, Dental & Vision Insurance – Stay healthy, stay covered.
• Generous PTO & Paid Holidays – Work-life balance matters.
• 401(k) & IRA Options – Invest in your future with confidence.

Join a team that’s been delivering comfort and care to homes across the region for over four decades. At All Pro, we don’t just offer jobs—we offer careers with purpose.

The Customer Experience Specialist is responsible for resolving customer concerns, managing escalations, monitoring service quality, and driving customer satisfaction improvements across the organization. This role serves as the voice of the customer by investigating issues, identifying root causes, implementing solutions, and partnering with operational teams to enhance the overall customer experience.

Key Responsibilities:

Customer Resolution & Escalations

• Manage customer complaints received through phone, email, online reviews, social media, and field teams.
• Investigate concerns, identify root causes, and provide timely resolutions.
• Document customer interactions and escalate complex issues when needed.

Quality Assurance & Coaching

• Monitor calls, emails, chats, and customer interactions for quality and compliance.
• Evaluate performance using QA scorecards and company standards.
• Provide coaching and feedback to improve customer service and communication.

Customer Experience & Reputation Management

• Analyze customer feedback and complaint trends to drive process improvements.
• Monitor online reviews and partner with leadership to improve ratings and customer satisfaction.
• Support initiatives that enhance the customer journey and reduce friction.

Reporting & Analytics

• Track complaint resolution, customer satisfaction (CSAT), QA scores, and escalation trends.
• Prepare reports and provide actionable recommendations to leadership.
• Measure effectiveness of coaching and process improvement efforts.

Qualifications:

• Experience in customer service, complaint resolution, quality assurance, or customer experience.
• Strong communication, problem-solving, and analytical skills.
• Experience in the home services industry (HVAC, Plumbing, Electrical) preferred.
• Ability to work cross-functionally in a fast-paced environment.
• Customer-focused mindset with a passion for continuous improvement.

Pay Transparency:

The starting rate for this opportunity ranges from $26-$30 plus bonuses, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands.

Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rating based on location and experience.

Apex Service Partners is an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by an Apex recruiter with an @apexservicepartners.com email directly from our organization.