Rehash Specialist

Veridian Service Partners•Dallas, TX

2d•Onsite

About The Position

Are you a natural closer who loves the challenge of turning a “no” into a “yes” — and keeping a “yes” from slipping away? As a Rehash and Cancellation Specialist at Precision Pool Restoration, that’s exactly what you’ll do every day. This role has two sides. On the rehash side, when one of our field representatives meets with a homeowner and gives them a price but doesn’t close the sale, you’ll call that homeowner back, reconnect with them, and find out what held them back. Then you’ll offer them one last deal — our best price, tied to a special scheduling opportunity in their neighborhood — and help them say yes. On the cancellation side, when a homeowner who already signed up wants to back out, you’ll be the person who steps in to save the job. You’ll reach the customer quickly, understand why they want to cancel, address their concern, and work to keep the project on the books. Both sides of this role move fast. A homeowner who is ready to walk away won’t wait long, so speed matters — the sooner you reach them, the better your chance of turning things around. Every sale you rescue is revenue the company would have lost otherwise, which means your wins really stand out. This role is a great fit if you’re confident on the phone, move with urgency, and stay calm and positive even when a customer is frustrated or upset. If you get a real thrill out of winning back business other people gave up on, we’d love to talk. This is a new, standalone role on a growing team. As the department expands, there may be opportunities for the right person to take on more responsibility.

Requirements

2+ years of phone sales experience with a track record of closing deals; experience with follow-up, win-back, or “last chance” offers is a big plus.
Experience with retention, save, or win-back conversations — comfortably handling customers who are frustrated, hesitant, or trying to cancel, and re-earning their trust and enthusiasm.
Comfort working in a role where part of your pay is based on the sales you close and the jobs you save.
Comfortable using a computer and learning customer software (experience with Salesforce is a plus); familiarity with Google Workspace.
A strong, friendly phone presence — you can build a connection and sound confident in the first few moments of a call.
Skilled at working through concerns and closing the sale without being pushy or high-pressure.
Strong conflict-handling skills — you can stay composed and respectful with upset customers and turn a tense conversation into a productive one.
Able to move fast and stay organized, keeping accurate notes while making a high volume of time-sensitive calls.
Clear, friendly communication with homeowners, teammates, and managers.
You love closing. You see every call as winnable, you’re not afraid to ask for the sale, and closing a tough deal is the best part of your day.
You move with urgency. You know a customer ready to walk away won’t wait, so you act fast and follow up quickly — the same day whenever possible.
You stay calm with upset customers. You can take a frustrated or angry call, hear the person out, keep a warm and steady tone, and turn the conversation around.
You build trust fast. You can earn a customer’s confidence quickly, even when they’re skeptical, hesitant, or tired of being sold to.
You know how to create urgency. You can give a customer a real, honest reason to act now instead of putting the decision off again.
You don’t give up easily. You can hear “no” all day and still bring energy and focus to your very next call.
You take ownership. You hold yourself accountable for your results and always present offers honestly and within the guidelines you’re given.

Nice To Haves

Experience selling home improvement or home services is strongly preferred.
Experience calling older or previously unsold leads is a real advantage.
Bilingual English/Spanish is a plus but not required.

Responsibilities

Call homeowners who recently met with one of our field representatives but didn’t move forward, reaching out quickly while their visit is still fresh in their mind.
Plan your day around the homeowners most likely to buy, including those in neighborhoods where we have upcoming scheduling openings.
Stay consistent and persistent — call back at different times and on different days until you reach the homeowner.
Clearly explain the final offer — our best available price and the neighborhood scheduling opportunity that comes with it — so the homeowner sees the value right away.
Give the homeowner a real, genuine reason to act now, and confidently ask for the sale before the call ends.
Respond to cancellation requests right away — these are time-sensitive, and reaching the customer fast is often the difference between saving the job and losing it.
Find out the real reason the customer wants to cancel, whether it’s price, timing, second thoughts, a competing quote, or a frustrating experience.
Address the customer’s concern directly, offer solutions where you can, and work to keep the project on the books.
Calm tense situations, hear the customer out, and re-earn their trust and excitement for the project.
Know when to involve your manager on difficult saves or situations that fall outside what you can resolve on your own.
Open every call with warmth and confidence so homeowners feel comfortable talking with you, even though they’ve already met someone from our team.
Revisit what the homeowner originally wanted for their pool project and check whether anything has changed.
Ask friendly, direct questions to find out what’s really going on — whether it was price, timing, a decision they wanted to make as a couple, financing, or simply needing more confidence.
Listen carefully and let customers know you’ve heard their concerns before you offer a solution.
Respond to objections with patience and empathy, treating each concern as a clue that helps you guide the customer toward yes.
Present offers using only the approved pricing you’ve been given, and only to customers cleared for this type of follow-up.
Check in with your manager and the field sales team to confirm which homeowners to call and which neighborhood scheduling windows are available.
Pass every saved or closed job along to the operations and field teams with complete, accurate details so it gets scheduled smoothly.
Bring any pricing questions or unusual situations to your manager rather than making those calls on your own.
Log all of your calls and results in our customer system (i360) promptly and accurately.
Keep your records clean and up to date so the team can track results and your commissions are calculated correctly.
Catch and fix any errors in your records before they cause problems down the line.