Telephone Service Representative

Job Description

Job Description

Take Your Career to the Next Level with Bee Window!

Company Overview: Bee Window is Indiana's leading residential window and door installation company, with a dominant statewide presence built over 43 years. Headquartered in Fishers, the company has grown into a metrics driven, full-service operation known for white glove installation and a relentless commitment to quality. Bee Window has successfully expanded into ancillary markets and continues to grow sustainably, with strong lead generation and marketing at the core of how they win business. Despite the growth, Bee Window has maintained a small company feel where employees see the full picture, contribute across functions, and have real opportunities to make an impact. If you want to be part of a company with a proven track record, serious momentum, and the backing to scale, this is it.

Role Overview:

The Telephone Service Representative (TSR) is responsible for generating qualified leads and setting appointments for the Outside Sales team through high-volume outbound calling. This role is the first point of contact for homeowners and plays a critical part in driving Bee Window's revenue and lead pipeline. The TSR will manage inquiries across multiple lead sources, build rapport quickly, identify homeowner needs, and create a seamless handoff to the in-home sales consultation.

This role reports directly to the Call Center Manager and works closely with the Call Center Trainer/MOD on daily coaching, call review, and performance development. The TSR partners cross-functionally with the Outside Sales team to ensure issued leads convert into contracts and collaborate with operations and data analytics leadership to maintain accurate reporting and pipeline visibility

Responsibilities:

• Generate qualified leads and set appointments for the Outside Sales team through outbound calling across multiple lead sources, including warm inquiries, contest entries, and aggregator partnerships.
• Make 350 to 400 outbound calls per day (40 to 50 dials per hour) using provided data and dialing systems.
• Maintain a minimum of 40+ issued leads per month, with a path to higher bonus tiers at 60+ and 80+ issued leads.
• Work both new and aged leads through the drip marketing queue, including leads up to 7 years old, applying the appropriate script and approach for each lead type.
• Accurately document all call outcomes, customer interactions, and lead status in MarketSharp (CRM) on a daily basis.
• Utilize RingCentral and the Get Next Lead queue system to manage calling volume, access recorded calls for self-review, and maintain pace throughout the shift.
• Participate in daily coaching sessions, call reviews, and roleplay during the initial 90-day onboarding period and on an ongoing basis as needed.
• Track personal performance metrics daily, including issued leads, cancellations, no-shows, contracts, conversion rate, and net sales.
• Handle objections and rejection professionally; identify homeowner pain points and build value in both the Bee Window brand and the in-home appointment.
• Maintain professionalism, focus, and compliance with company standards during all customer interactions, including adherence to scripts and call quality expectations.
• Support team culture by contributing positively, embracing coaching feedback, and adapting to process improvements as the business evolves.

Role Requirements:

• Minimum of 2+ years of experience in inside sales, outbound call center, or telephone-based customer service with a sales component.
• Strong verbal and written communication skills with the ability to build rapport quickly over the phone.
• Demonstrated ability to manage time, stay organized, and maintain focus in a high-volume calling environment.
• Able to multitask while on the phone: speaking, typing appointment detail, and verifying customer information simultaneously.
• Proficient in Microsoft Outlook and Excel; able to learn and adapt to new CRM platforms (MarketSharp experience is a plus but not required).
• Self-motivated, results-oriented, and able to push through periods of low call response without losing momentum.
• High energy, positive attitude, and competitive drive with a coachable mindset
• Ability to handle change and contribute to a team environment undergoing continuous process improvement.

Logistics:

• Reports to the Call Center Manager.
• Fully in-office up to 90 days during probationary period. Hybrid schedule based in Fishers, IN.
• Standard shift: 8:30 AM to 4:30 PM with one weekly shift of 11-7p, Monday through Friday.
• Required to work one Saturday (9:30 AM to 2:00 PM, work-from-home) approximately every 5 to 6 weeks on a rotating basis, depending on team size.
• Compensation: $20/hour base plus monthly performance-based bonuses.

Benefits:

• Comprehensive PTO policy
• Medical Insurance
• Vision Insurance
• Dental Insurance