Call Center Representative

Customer Service & Sales Representative

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.