Customer Experience Specialist

Nexhome | Full-Time | $45,000–$55,000 First-Year Compensation | Career Growth Opportunities

About Nexhome

Nexhome is a growing Canadian home solutions company providing heating and cooling solutions, heat pumps, water treatment, electrical upgrades, solar, battery storage, and other home improvement services.

We are looking for a proactive, detail-oriented, and solutions-driven Customer Experience Specialist to manage customer concerns, conduct third-party verification calls, support customer retention, identify potential risks, and handle essential administrative responsibilities.

This is not an entry-level customer service position. We need someone with strong judgment, a sense of urgency, and the ability to take ownership of situations without constant supervision.

The ideal candidate can manage competing priorities, solve problems independently, communicate confidently, and ensure every customer interaction and file is handled accurately and in accordance with company policy.

Key Responsibilities

1. Customer Experience & Problem Resolution

- Handle incoming customer calls, inquiries, complaints, and service-related concerns professionally and efficiently.
- Take ownership of customer issues, investigate the root cause, coordinate with the appropriate teams, and follow through until resolution.
- Assess situations based on urgency, customer impact, and potential financial or reputational risks.
- Escalate complex or high-risk situations promptly, providing management with accurate information and recommended actions.

2. Third-Party Verification & New Sales Processing

- Conduct daily third-party verification (TPV) calls for incoming sales, following approved scripts, procedures, and applicable requirements.
- Ensure customers understand relevant agreement terms and required disclosures, and accurately document verification results.
- Review new sales files for completeness, accuracy, and required documentation.
- Action new sales promptly and follow up immediately on incomplete files, missing information, or pending verification requirements.

3. Risk Management & Customer Retention

- Identify potential risks involving customer agreements, financing, documentation, verification, cancellations, and customer dissatisfaction.
- Handle customers considering cancellation by understanding their concerns and coordinating appropriate solutions within company policy.
- Support customer retention efforts while maintaining transparency and respecting customer rights.
- Recognize situations requiring management involvement and ensure sensitive matters are escalated appropriately.

4. Customer Records, Financing & Administration

- Maintain accurate customer records, call notes, verification results,



and follow-up activities across company systems.
- Maintain organized financing files, account information, supporting documents, and outstanding requirements.
- Prepare customer quotes, invoices, agreements, and other required documentation with a high level of accuracy.
- Track pending paperwork, discrepancies, and administrative tasks to ensure timely completion.

5. Post-Installation Follow-Up & Customer Reviews

- Contact customers after completed installations to gather feedback and assess their overall experience.
- Request Google reviews and other approved customer feedback to support company growth and recognize our installation teams.
- Document complaints or outstanding concerns and coordinate with the appropriate team for resolution.
- Develop a practical understanding of Nexhome's HVAC products, home services, installation processes, financing procedures, and customer journey.

Qualifications & Ideal Candidate Profile

We are looking for someone who demonstrates maturity, accountability, solid communication skills, and the ability to make sound decisions in a fast-paced environment.

Required qualifications and qualities:

- 5 Years of minimum experience in customer service, customer experience, customer retention, sales support, account administration, or a similar role.
- Strong problem-solving skills and the ability to manage difficult customer conversations.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to prioritize urgent matters and manage multiple responsibilities independently.
- Sound judgment when identifying potential risks, discrepancies, and situations requiring escalation.
- Strong computer skills and the ability to learn CRM, financing, invoicing, and other business systems.
- Professionalism, discretion, and the ability to handle confidential information.

Experience with customer retention, financing, cancellations, or customer escalations is an asset. Previous experience in HVAC, home improvement, or another technical service industry is also beneficial.

We are not looking for someone who simply answers calls and waits for the next task. We want someone who takes initiative, owns their responsibilities, and follows through with urgency and precision.

What Success Looks Like

- New sales files are actioned promptly and accurately.




- Verification calls and required documentation are completed consistently.
- Customer concerns are addressed with urgency and professionalism.
- Potential risks and discrepancies are identified and escalated appropriately.
- Customer records, financing files, quotes, and invoices remain accurate.
- Outstanding tasks are tracked and completed without constant reminders.
- Customer retention and post-installation follow-up are handled consistently.

Compensation & Career Growth

Depending on experience and performance, we want this role to offer a genuine opportunity for long-term professional development.

Your Potential Growth Path

Stage 1: Customer Experience Specialist

First 8–12 months: Develop expertise in customer issue resolution, verification, financing documentation, company policies, and customer retention.

Stage 2: Senior Customer Experience Specialist

Potentially after 12–24 months: Take ownership of complex escalations, sensitive customer cases, higher-risk files, risk management, help coach team members, and improve customer experience processes.

Stage 3: Customer Experience Manager

Longer-term opportunity: Progress toward leading the customer experience function, managing team performance, developing retention strategies, and improving customer service standards. Career progression and timelines depend on individual performance, demonstrated leadership, business needs, and available opportunities. These stages are potential development opportunities rather than guaranteed promotions.

Why Join Nexhome?

- Join a growing Canadian home solutions company.
- Develop expertise across customer experience, verification, retention, financing administration, and risk identification.
- Gain practical knowledge of the HVAC and home services industry.
- Take on meaningful responsibilities with opportunities to demonstrate initiative and leadership.
- Build a long-term career based on performance, accountability, and professional development.

How to Apply

If you are proactive, organized, solutions-driven, and comfortable taking responsibility for important customer matters, we would like to hear from you.

Please submit your resume outlining your relevant experience in customer service, issue resolution, verification, customer retention, or administrative support.

We are particularly interested in candidates who can demonstrate strong judgment, initiative, and the ability to resolve problems while managing competing priorities.

At Nexhome, we value people who bring urgency, precision, professionalism, and accountability to everything they do.

Pay: $45,000.00-$55,000.00 per year

Benefits:

- Casual dress
- Company events
- On-site parking

Work Location: In person

📌 Customer Experience Specialist (Mississauga)
🏢 Nexhome
📍 Mississauga