Sales Support Representative

Job Description

Job Description

Description:

About ProNexis

ProNexis is the customer experience and sales support center for leading home service brands across North America. Our team serves as the first point of contact for homeowners by delivering exceptional customer service, qualifying leads, scheduling appointments, and supporting our franchise partners. As we continue to grow, we're looking for motivated professionals who thrive in a fast-paced, performance-driven environment and are passionate about helping customers.

Position Summary

As a Customer Experience & Sales Support Representative, you'll support multiple home service brands by handling inbound and outbound customer interactions. You'll serve as the voice of our clients, assisting customers with scheduling, answering questions, resolving concerns, and creating an exceptional first impression.

This is a fully remote position that requires strong communication skills, excellent attendance, and the ability to stay organized and self-motivated while working independently. Comprehensive training will be provided on each brand and the systems you'll use.

What You'll Do

• Answer inbound calls, emails, and other customer inquiries professionally and efficiently.
• Place outbound calls to follow up on leads and schedule appointments.
• Serve as the first point of contact for prospective and existing customers.
• Schedule, confirm, route, and reschedule appointments for multiple home service brands.
• Accurately enter and update customer information in CRM and scheduling systems.
• Verify customer information and determine eligibility and availability for appointments.
• Handle billing questions, product and service inquiries, and general customer concerns.
• Overcome customer objections while maintaining a consultative, customer-first approach.
• De-escalate challenging situations and provide solutions that create positive customer experiences.
• Maintain thorough documentation of all customer interactions.
• Meet quality, productivity, attendance, and schedule adherence expectations.
• Stay current on multiple brands, products, promotions, and company policies.
• Escalate customer concerns appropriately when necessary.
• Contribute to a positive team culture through professionalism, accountability, and collaboration.

What We're Looking For

• Excellent verbal and written communication skills.
• Comfortable speaking with customers throughout the day.
• Strong customer service mindset with the ability to build rapport quickly.
• Confident handling objections and navigating difficult conversations.
• Detail-oriented with excellent organizational skills.
• Able to learn multiple products, brands, and software platforms.
• Strong computer navigation and typing skills.
• Ability to multitask while maintaining accuracy.
• Self-motivated and able to work independently in a remote environment.
• Dependable with excellent attendance and punctuality.
• Positive attitude and willingness to receive coaching and feedback.
• Sales, appointment setting, call center, customer service, or B2B experience is a plus.

Requirements:

Minimum Qualifications

• Must be at least 18 years of age.
• High school diploma or GED required.
• Previous customer service, call center, sales, or administrative experience preferred.
• Ability to successfully complete training and demonstrate proficiency across multiple brands.

Remote Work Requirements

Employees are responsible for providing and maintaining a professional home office that meets company standards, including:

• Reliable high-speed internet connection.
• Computer that meets minimum system requirements.
• Wired USB headset with microphone.
• Webcam for training and meetings.
• Second monitor (or willingness to obtain one)
• Quiet, distraction-free workspace suitable for handling customer calls.
• Ability to maintain confidentiality while working from home.

What Makes Someone Successful Here

Our top performers are people who:

• Show up consistently and on time.
• Stay motivated without direct supervision.
• Adapt quickly to change and learn new brands.
• Enjoy helping customers solve problems.
• Communicate professionally and confidently.
• Take ownership of their performance and seek continuous improvement.
• Thrive in a fast-paced, metrics-driven environment.