Call Center Outbound Customer Service Representative

Horizon Services • Newark, DE

363d

About The Position

As an Outbound Customer Service Representative, you will be responsible for reaching out to potential and previous customers to offer services, follow up on inquiries, and re-engage customers who previously connected with us. You will handle leads generated through platforms like Angi's List and HomeAdvisor, as well as rehash opportunities from past customer interactions. This role focuses on effectively communicating Horizon's offerings and ensuring that each customer feels valued and supported.

Requirements

• Previous experience in customer service, outbound sales, or call center roles preferred; experience in the HVAC, plumbing, or electrical industries is a plus.
• Excellent communication and interpersonal skills.
• Strong sales and negotiation skills.
• Ability to handle high call volumes with professionalism and resilience.
• Proficiency in CRM software and other office tools.
• Experience using Lead Management Systems.
• Strong organizational and time-management abilities.
• High school diploma or equivalent required; additional customer service or sales training is a plus.
• Availability to work flexible hours, including evenings and weekends as needed.

Responsibilities

• Make outbound calls to potential customers who have submitted service inquiries through lead aggregators and rehash calls to previous customers.
• Contact leads from various sources, including customer lists from prior business interactions and third-party platforms, to schedule appointments and discuss services.
• Convert calls into booked appointments by clearly explaining the benefits of our HVAC, plumbing, drain clearing, and electrical services.
• Identify opportunities to upsell additional services, maintenance plans, and system upgrades, focusing on enhancing the customer's experience and building value.
• Reach out to customers that had not scheduled a job with us on an incoming call earlier in the day to save the relationship.
• Develop strong relationships with customers by providing friendly and professional service that addresses their needs and concerns.
• Stay updated on Horizon Services' offerings to accurately answer customer questions and tailor solutions to meet their needs.
• Enter customer information, service requests, and appointment details accurately into the CRM system.
• Conduct follow-up calls as necessary to confirm appointments, remind customers of upcoming services, and encourage re-engagement with Horizon's services.
• Work closely with dispatch and other internal teams to ensure seamless service delivery and a high level of customer satisfaction.
• Consistently arrive on time and ready to work, supporting the team in meeting departmental goals.

Benefits

• Competitive Salary: Including performance-based incentives.
• Comprehensive Benefits: Health insurance, retirement plans, and paid time off.
• Career Growth: Opportunities for development and advancement.
• Supportive Environment: A collaborative and welcoming team atmosphere.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED