Customer Service Representative

Quality Plumbing and Mechanical•Gaylord, MI

1d•Onsite

About The Position

Customer Service Representative (Sales-Focused) Be the Voice That Drives Growth – Join a High-Performance Home Service Team At Quality Comfort Pros, we're more than a home service company-we're the trusted neighbor families call when they need help with heating, cooling, plumbing, and generators. We show up, we care, and we do the job right. Behind the scenes, we're building a high-performance team that believes in growth, accountability, and winning together. This is NOT your typical CSR role. You are: A first impression maker A problem solver A sales professional on the phone You'll handle inbound calls from customers needing service-and turn those opportunities into booked jobs, memberships, and long-term relationships. When inbound slows down, you'll proactively call customers to generate business. This role directly impacts company revenue.

Requirements

Strong phone presence (confident, clear, friendly)
Comfortable selling over the phone
Competitive and goal-oriented
Organized and detail-driven
Positive attitude with high energy
Coachable and growth-minded

Nice To Haves

Call center or inside sales experience
HVAC, plumbing, or home services experience
CRM experience (Service Titan is a plus)

Responsibilities

Answer incoming calls with professionalism, energy, and empathy
Convert calls into booked service appointments
Educate customers on services and membership options
Capture accurate customer information in CRM (Service Titan or similar)
Call past customers to offer maintenance memberships, promote seasonal services, follow up on unsold estimates, reactivate inactive customers, and drive repeat business
Deliver a 5-star experience on every call
Build trust and confidence with customers
Resolve concerns and objections professionally
Track and improve conversion rates
Hit daily, weekly, and monthly KPIs
Participate in coaching and training