Position Title: Customer Experience Provider
Department: Office - Customer Experience
Supervisor Position Title: Customer Experience Manager
Location: Rockwall, Texas
FLSA Status: Non-Exempt
Employment Type: Full-Time
The Customer Experience Provider (CEP) serves as the first point of contact for customers, resolving a wide variety of inquiries, including account questions, appointment bookings, cancellations, reschedules, Advantage membership program, and other general requests, and ensures each interaction reflects the company’s commitment to excellent service.
Duties + Responsibilities
- Handle incoming customer communications (calls, emails, texts) with professionalism and care.
- Resolve inquiries related to accounts, appointments, cancellations, and general service questions.
- Educate customers on the Advantage membership program and assist with enrollment.
- Direct customers to the appropriate department or team member as needed.
- Participate in training and proactively develop skills relevant to the CEP role.
- Collaborate with the HUB team and provide support to other teams when needed.
- Manage overflow appointment requests and maintain scheduling accuracy.
- Serve in an on-call rotation to ensure customer needs are met promptly.
- Assist in HUB training by shadowing, mentoring, and evaluating areas of growth for new hire CEPs.
The duties and responsibilities described above are not a comprehensive list and may change or evolve as business needs require. The employee may be asked to perform other duties as assigned.
Qualifications
- A high school diploma or equivalent is required; an associate’s or bachelor’s degree is preferred.
- Microsoft Office Suite, Google Suite, CRM, Service Titan preferred, Membership Platform, such as Chargebee, Phone system, such as Five9
- Previous experience in customer service, call center, or administrative support role strongly preferred.
- Ability to work flexible schedules, including evenings, weekends, and on-call shifts.
- Proficiency with computer systems, scheduling software, and communication platforms.
- General understanding of customer service principles and best practices.
- Appointment management and scheduling procedures.
- Membership programs and the ability to clearly explain benefits.
- Familiarity with escalation processes and departmental workflows.
- Commitment to continuous learning and application of company policies, products, and services.
- Ideal Culture - Outgoing and people-focused, calm under pressure, detail-oriented, and motivated to provide excellent service. Thrives in a team setting while also capable of working independently.
- Limited travel may be required for training, meetings, or company events.
- Ability to pass a background check and/or drug screening
- Must adhere to company policies, including confidentiality and data security
Physical Requirements
- Remain in a stationary position at a desk or workstation for extended periods of time.
- Operate a computer, keyboard, telephone, headset, and other standard office equipment with repetitive hand and wrist motions.
- Visual acuity to read data on a computer screen and written documents, as well as auditory ability to communicate effectively by telephone and in person.
- Exchange accurate information clearly and professionally with customers, team members, and management.
- Occasionally lift and/or move office supplies or equipment weighing up to 20 pounds.
- Maintain focus and perform effectively in a fast-paced environment with frequent interruptions and sustained periods of customer interaction.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
What makes Milestone Home Services Co. a fantastic company to work for? When you join Milestone, you will be a part of a fast-growing organization that values having a healthy, balanced home and work life, faith in something greater than yourself, and an attitude of excellence. Milestone Home Services Co. is the Dallas-Fort Worth area’s most trusted expert in plumbing, electrical, and HVAC services. We specialize in providing a white glove service to our clients in need of services and repairs. If you enjoy working with high-performing, driven, and passionate individuals in a supportive environment, then Milestone is the ideal place for you!
Milestone Home Services Co. is an equal opportunity employer and does not discriminate based on race, gender, disability, or other protected status.