Telephone Service Representative

Bee Window•Fishers, IN

6d•Hybrid

About The Position

The Telephone Service Representative (TSR) generates qualified leads and sets appointments for Bee Window’s Outside Sales team through high-volume outbound calling. As a first point of contact for homeowners, the TSR manages inquiries from multiple lead sources, builds rapport, identifies homeowner needs, and facilitates a smooth handoff to an in-home sales consultation. The role reports to the Call Center Manager and works with the Call Center Trainer/MOD on coaching, call review, and performance development. It also partners with the Outside Sales team to help issued leads convert into contracts, and collaborates with operations and data analytics leadership to support accurate reporting and pipeline visibility. The position is based in Fishers, Indiana. It is fully in-office for up to 90 days during the probationary period, followed by a hybrid schedule. The standard schedule is 8:30 AM to 4:30 PM, with one weekly 11:00 AM to 7:00 PM shift, Monday through Friday. The role also requires a rotating work-from-home Saturday shift from 9:30 AM to 2:00 PM approximately every five to six weeks. Compensation is $20 per hour plus monthly performance-based bonuses.

Requirements

At least 2 years of experience in inside sales, an outbound call center, or telephone-based customer service with a sales component.
Strong verbal and written communication skills and the ability to build rapport quickly over the phone.
Ability to manage time, stay organized, and maintain focus in a high-volume calling environment.
Ability to multitask while on the phone, including speaking, typing appointment details, and verifying customer information.
Proficiency in Microsoft Outlook and Excel, and ability to learn and adapt to new CRM platforms.
Self-motivated, results-oriented, and able to sustain momentum during periods of low call response.
High energy, positive attitude, competitive drive, and a coachable mindset.
Ability to handle change and contribute to a team undergoing continuous process improvement.

Nice To Haves

MarketSharp experience.

Responsibilities

Generate qualified leads and set appointments for the Outside Sales team through outbound calls across warm inquiries, contest entries, and aggregator partnerships.
Make 350 to 400 outbound calls per day, or 40 to 50 dials per hour, using provided data and dialing systems.
Maintain at least 40 issued leads per month, with higher bonus tiers at 60 and 80 or more issued leads.
Work new and aged leads in the drip marketing queue, including leads up to seven years old, using an appropriate script and approach for each lead type.
Document call outcomes, customer interactions, and lead status in MarketSharp daily.
Use RingCentral and the Get Next Lead queue to manage call volume, access recorded calls for self-review, and maintain pace throughout the shift.
Participate in coaching sessions, call reviews, and roleplay during the initial 90-day onboarding period and as needed afterward.
Track daily performance metrics, including issued leads, cancellations, no-shows, contracts, conversion rate, and net sales.
Handle objections and rejection professionally, identify homeowner needs, and communicate the value of the Bee Window brand and in-home appointment.
Maintain professionalism, focus, and compliance with company standards, scripts, and call quality expectations.
Contribute positively to team culture, accept coaching feedback, and adapt to process improvements.
Work a rotating Saturday shift from home approximately every five to six weeks.