Customer Service Representative Jobs

About The Position

Requirements

• High school diploma or GED required.
• Strong verbal and written communication skills.
• Confidence making a high volume of outbound calls.
• Ability to build rapport and maintain an enthusiastic, conversational tone.
• Persistence and professionalism when customers are hesitant, frustrated, or difficult to reach.
• Ability to overcome objections and guide customers toward a scheduling decision.
• Strong organization, follow-up, and time-management skills.
• Ability to remain productive while managing changing priorities and multiple campaigns.
• Accurate, real-time documentation and data-entry skills.
• Ability to navigate multiple systems and screens while speaking with customers.
• Willingness to receive coaching and apply feedback to improve performance.
• Reliable attendance and punctuality.
• Intermediate proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Experience using call-center phone systems, automatic dialers, CRM systems, and scheduling software.
• Ability to communicate through phone, chat, text, and email.
• Ability to quickly learn new systems, scripts, campaigns, and communication tools.

Nice To Haves

• One or more years of experience in outbound calling, appointment setting, inside sales, customer service, lead conversion, telemarketing, call-center operations, or a related field preferred.
• Three or more years of call-center or contact-center experience is preferred.
• Previous experience in a high-volume outbound calling environment is strongly preferred.
• Experience with speed-to-lead follow-up, retail-generated leads, sales campaigns, or appointment booking is preferred.
• A demonstrated ability to meet call-volume, booking, conversion, or productivity goals is preferred.
• Experience in HVAC, plumbing, electrical, water treatment, generators, or another home-services industry is a plus.
• Experience with ServiceTitan, Successware 21, or a comparable home-services platform is preferred.

Responsibilities

• Promptly contact newly generated retail leads by phone, text, email, and other approved communication methods.
• Make 100 or more outbound calls per day or meet current outbound activity expectations.
• Schedule service, maintenance, sales, inspection, estimate, and replacement appointments.
• Contact current and prospective customers about HVAC, plumbing, electrical, water treatment, generator, and other home-service opportunities.
• Follow up on open estimates, recommended services, deferred repairs, maintenance needs, recalls, and other approved campaigns.
• Promote available services, seasonal offers, membership benefits, and maintenance opportunities.
• Follow approved scripts and call flows while keeping conversations natural and customer-focused.
• Ask effective questions to understand customer needs, urgency, and scheduling preferences.
• Professionally overcome common objections and confidently ask customers to schedule.
• Make repeated contact attempts and maintain consistent follow-up according to established procedures.
• Respond to customer inquiries received through chat, text, email, AI-assisted tools, and automated campaigns.
• Assist customers with appointment confirmations, rescheduling requests, and cancellation-saving efforts.
• Accurately document calls, contact attempts, customer needs, objections, outcomes, and follow-up requirements.
• Maintain accurate customer records, lead statuses, call dispositions, and appointment information.
• Partner with Retail Sales, Lead Generators, Sales, Dispatch, and Customer Service to ensure leads are handled appropriately.
• Escalate customer complaints, service emergencies, safety concerns, or scheduling issues according to established procedures.
• Meet performance expectations for call volume, speed to lead, contact rate, booking conversion, call quality, attendance, and documentation accuracy.
• Participate in call reviews, role-playing, coaching, system training, and team meetings.

Benefits

• Spiff opportunities