Call Center Representative

Position Summary

We are seeking a motivated and results-driven Customer Service & Sales Representative to join our Contact Center team. This role involves handling a high volume of inbound and outbound calls, converting leads to booked appointments, and upselling services while delivering an exceptional customer experience. The ideal candidate is persuasive, energetic, and thrives in a performance-driven environment.

Key Responsibilities

• Answer inbound calls, actively listening to customer needs while identifying opportunities to book services or recommend additional solutions.

• Make outbound calls to follow up on unsold estimates, service reminders, and promotional offers.

• Convert inquiries into scheduled appointments, ensuring customers choose the same day booking slots or earliest availability when possible.

• Confidently present company products, services, and maintenance programs to drive sales and customer loyalty.

• Overcome objections and provide solutions that align with customer needs.

• Document all customer interactions and sales activity accurately in the CRM system.

• Meet and exceed individual and team sales goals (appointments booked, close rate, revenue contribution, etc.).

• Stay updated on promotions, pricing, and industry knowledge to effectively communicate value to customers.

• Collaborate with dispatchers, technicians, and other departments to maximize service opportunities.

• Adhere to call center protocols while maintaining a persuasive and customer-first approach.

Requirements

• High school diploma or equivalent (bachelor’s degree preferred).

• Prior experience in a sales or call center environment strongly preferred.

• Excellent communication and persuasion skills with the ability to influence customer decisions.

• Strong problem-solving and objection-handling abilities.

• Comfortable working with performance metrics and sales targets.

• Proficiency with computers, CRM systems, and call center software.

• Ability to thrive in a fast-paced, high-energy environment.

• Flexibility to work evenings, weekends, and holidays if required.

Preferred Skills

• Bilingual (Spanish/English preferred but not required).

• Experience in HVAC, Plumbing, or Home Services industry sales is a strong plus.

• Familiarity with Service Titan, Dialpad, Microsoft Office, and Slack.