POSITION SUMMARY
The Customer Experience Specialist (CES) serves as the first point of contact for customers, converting inbound inquiries into booked inspections, evaluations, memberships, and service appointments. This role combines consultative sales, customer service, scheduling, and CRM management to maximize revenue opportunities while delivering an exceptional customer experience. The CES proactively follows up on unsold estimates and promotes memberships to support company growth. Success in this role requires professionalism, urgency, and care in every customer interaction.
ABOUT TOP HAT CHIMNEY SWEEPS
We are Top Hat Chimney Sweeps. We inspect, repair, build, and restore all things chimney, fireplace, and vents, and we are growing by the day. Our mission is to protect the warmth, safety, and comfort of every family we serve. We are Focused and Results oriented in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core values are the backbone of our business and guide our hiring process:
Focus - Prioritize the work that best protects our customers, team members, and the homes we serve
Integrity - Act honestly, own your commitments, and do the right thing even when no one is watching.
Results - Execute with excellence and measure success by outcomes, not effort.
Education - Never stop learning and teach others what you have discovered
PERFORMANCE OBJECTIVES
- Convert inbound calls, web inquiries, and customer requests into booked inspections, evaluations, and service appointments.
- Identify customer needs and recommend the right services, inspections, and membership upgrades.
- Follow up on unsold estimates and inactive opportunities to recover pending work.
- Promote and enroll qualified customers into company membership programs.
- Document every lead with a clear next step and maintain timely follow-up.
- Schedule appointments and coordinate technician availability to optimize capacity.
- Maintain complete, accurate customer records in ServiceTitan or a similar CRM.
- Build customer trust through professional, responsive, solution-oriented communication.
- Meet or exceed goals for booking rate, estimate recovery, memberships sold, and CRM compliance.
- Participate in ongoing sales coaching to continuously improve performance.
- Performs other duties as assigned.
KEY COMPETENCIES
- Ability to uncover customer needs and confidently guide them toward purchasing decisions.
- Skilled at overcoming objections related to price, timing, and urgency.
- Exceptional verbal communication and active listening skills.
- Strong accountability for sales, booking, and customer satisfaction goals.
- Ability to prioritize inbound and outbound work with urgency and discipline.
- Proficiency documenting customer interactions in ServiceTitan or similar CRM systems.
- Strong organizational skills and attention to process compliance.
- Coachable, with a track record of applying feedback to improve performance.
- Ability to coordinate technician schedules and customer appointments.
- Sound judgment in balancing customer needs with company objectives.
EDUCATION AND EXPERIENCE
- High school diploma or equivalent required.
- Excellent verbal communication and interpersonal skills required.
- Strong organizational and multitasking abilities required.
- Experience in inside sales, customer service, or dispatch/scheduling preferred.
- Experience using ServiceTitan or similar CRM software preferred.
- Experience in home services, HVAC, plumbing, or a related industry preferred.
PHYSICAL REQUIREMENTS
- Ability to remain seated and work at a computer workstation for extended periods.
- Frequent use of a computer, keyboard, mouse, and telephone headset throughout the workday.
- Ability to communicate clearly by telephone for prolonged periods.
- Ability to perform repetitive hand and wrist movements associated with keyboard use.
- Ability to manage multiple tasks simultaneously in a fast-paced, customer-focused environment.
- Ability to work in a standard indoor office or remote work environment with minimal physical exertion.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@CallTopHat.com. Already a Top Hat Chimney Sweeps candidate? Please connect directly with your recruiter to discuss this opportunity.
Flexible work from home options available.
