Outbound Customer Care Representative

All-Star Heating and Air Conditioning

1d • Onsite

About The Position

As our Outbound Customer Care Representative, you will be the proactive voice of All-Star — reaching out to our existing customer base to schedule seasonal tune-ups, renew maintenance agreements, follow up on open service inquiries, and ensure every homeowner feels taken care of between visits. This is not a cold-calling role. Every person you contact is already an All-Star customer. Your job is to strengthen those relationships, keep our schedule full, and surface opportunities for our service team.

Requirements

• Minimum 1–2 years of outbound call center or telephone-based customer service experience required
• Exceptional organizational skills — you can manage a call list, track outcomes, prioritize follow-ups, and never let a lead go cold
• Confident, clear, and friendly phone presence with the ability to build rapport quickly
• Experience working with CRM or service management software; ability to learn new systems quickly
• Comfortable working from scripts while also adapting naturally to each conversation
• Strong attention to detail — accurate data entry and consistent note-taking are non-negotiable in this role
• Self-motivated with the ability to maintain high call volume and positive energy throughout the day
• Team-oriented and willing to collaborate closely with office staff, technicians, and the field supervisor

Nice To Haves

• Prior experience in a home services, HVAC, or trades-adjacent industry is a plus but not required

Responsibilities

• Make outbound calls daily to existing customers to schedule maintenance tune-ups and seasonal service visits
• Reach out to customers with expiring or lapsed maintenance agreements and re-enroll them using a structured, consultative script
• Contact customers who have aging systems (10+ years) to offer a complimentary diagnostic or priority scheduling opportunity
• Log every call, outcome, and follow-up action accurately in our service software (SERA) to ensure nothing falls through the cracks
• Coordinate with the office team to ensure scheduled appointments align with technician availability and routing
• Track and report your weekly call activity: calls made, contacts reached, appointments set, and agreements enrolled
• Represent the All-Star brand with professionalism, warmth, and a genuine desire to help homeowners

Benefits

• Bonus based on performance
• Health insurance
• Opportunity for advancement
• Paid time off
• Competitive hourly pay commensurate with experience
• Performance bonus tied to appointments set and maintenance agreements enrolled
• Paid time off and company holidays
• A supportive, close-knit team environment where your work has a direct and visible impact
• Opportunities for growth as the company scales — we promote from within

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed