Outbound Customer Care Representative

Job Description

Job Description

Benefits:

• Bonus based on performance
• Health insurance
• Opportunity for advancement
• Paid time off

All-Star Heating & Air Conditioning is one of Knoxvilles fastest-growing residential HVAC companies, built on a reputation for exceptional service, responsiveness, and doing right by our customers. We are looking for a motivated, organized, and people-first Outbound Customer Care Representative to join our internal customer contact team and help us stay connected with the homeowners weve had the privilege of serving.

About the role

As our Outbound Customer Care Representative, you will be the proactive voice of All-Star reaching out to our existing customer base to schedule seasonal tune-ups, renew maintenance agreements, follow up on open service inquiries, and ensure every homeowner feels taken care of between visits. This is not a cold-calling role. Every person you contact is already an All-Star customer. Your job is to strengthen those relationships, keep our schedule full, and surface opportunities for our service team.
What youll do

• Make outbound calls daily to existing customers to schedule maintenance tune-ups and seasonal service visits
• Reach out to customers with expiring or lapsed maintenance agreements and re-enroll them using a structured, consultative script
• Contact customers who have aging systems (10+ years) to offer a complimentary diagnostic or priority scheduling opportunity
• Log every call, outcome, and follow-up action accurately in our service software (SERA) to ensure nothing falls through the cracks
• Coordinate with the office team to ensure scheduled appointments align with technician availability and routing
• Track and report your weekly call activity: calls made, contacts reached, appointments set, and agreements enrolled
• Represent the All-Star brand with professionalism, warmth, and a genuine desire to help homeowners

What were looking for

• Minimum 1 year of outbound call center or telephone-based customer service experience required
• Exceptional organizational skills you can manage a call list, track outcomes, prioritize follow-ups, and never let a lead go cold
• Confident, clear, and friendly phone presence with the ability to build rapport quickly
• Experience working with CRM or service management software; ability to learn new systems quickly
• Comfortable working from scripts while also adapting naturally to each conversation
• Strong attention to detail accurate data entry and consistent note-taking are non-negotiable in this role
• Self-motivated with the ability to maintain high call volume and positive energy throughout the day
• Team-oriented and willing to collaborate closely with office staff, technicians, and the field supervisor
• Prior experience in a home services, HVAC, or trades-adjacent industry is a plus but not required

What we offer

• Competitive hourly pay commensurate with experience
• Performance bonus tied to appointments set and maintenance agreements enrolled
• Paid time off and company holidays
• A supportive, close-knit team environment where your work has a direct and visible impact
• Opportunities for growth as the company scales we promote from within