Customer Service Representative
About The Position
The Customer Service Representative is responsible for making a high volume of outbound calls to existing customers, past customers, maintenance agreement customers, and potential customers to generate service leads for Action's plumbing, HVAC, and electrical service departments. This role is a key part of our service growth strategy. The right person will be comfortable making hundreds of calls per week, having professional conversations with customers, identifying service opportunities, scheduling appointments, and helping our service departments stay busy with quality work.
Requirements
- Highschool Diploma or equivalent.
- Customer service, call center, sales support, scheduling, or phone-based experience preferred.
- Comfortable making a high volume of outbound calls every week.
- Strong phone presence and professional communication skills.
- Ability to stay organized, follow-up consistently, and track customer conversations accurately.
- Positive attitude, persistence, and ability to work in a fast-paced office environment.
- Basic computer skills and ability to learn service management software.
Nice To Haves
- Experience in home services, HVAC, plumbing, electrical, construction, or trades-related customer service.
- Experience with ServiceTitan, Service Factor, CRM systems, dispatch software, or similar platforms.
- Experience with outbound calling, appointment setting, customer retention, or lead generation.
- Bilingual communication skills are a plus.
Responsibilities
- Make a high volume of outbound calls each week to customers and potential customers.
- Generate service leads for plumbing, HVAC, electrical, maintenance, and replacement opportunities.
- Contact past customers, existing customers, maintenance agreement customers, and prospects with professionalism and persistence.
- Schedule service appointments and coordinate with dispatch and service department leadership.
- Maintain accurate call notes, customer records, lead information, and follow-up tasks.
- Communicate clearly with customers about service needs, scheduling options, and next steps.
- Support marketing campaigns, seasonal service reminders, maintenance agreement outreach, and customer retention efforts.
- Follow up on unsold estimates, missed opportunities, aging customer lists, and other assigned lead-generation campaigns.
- Represent Action with a positive attitude, clear communication, and a customer-first approach.
Benefits
- Health insurance - Action pays up to 82% of the employee health insurance premium depending on plan selection.
- Multiple plan options and deductible amounts offered.
- Dental and Vision insurance
- Life and Accidental Death/Dismemberment insurance with guaranteed issue amount of $150,000 for new employees
- Short- and Long-Term Disability insurance
- Section 125 cafeteria Flexible Spending Account or Dependent Care Spending Account Plan for eligible medical, dental, vision, and dependent care expenses
- Critical illness insurance and Long-Term Care with Term Life Insurance
- Accident insurance
- Paid time off, paid holidays, and bereavement leave
- 401(k) retirement plan after one full year of employment with Action match from 1% to 4% of employee contributions
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
