Outbound Customer Service Representative at Advantage Plumbing Heating and Cooling in US-OK-Stillwater

Job description

• We have hard-working teams that are dedicated to the company's continued success and are rewarded well for their contributions. We prioritize our employees and welcome you to the family through ongoing training and unmatched rewards, including full benefits and a matching 401(k).
• With uncapped earning potential through bonuses and spiffs, your effort directly impacts your paycheck.
• What's It Like to Work Here
• We're fun, ambitious, driven, and customer-focused! We know our people are the key ingredient to our success, and we're committed to helping you grow both professionally and personally. When you grow, we grow.
• Our team works together to create opportunities, serve our customers, and help homeowners protect and maintain some of the most important systems in their home: their heating and cooling, electrical, and plumbing systems.
• You are a motivated and energetic communicator who enjoys talking with people and creating opportunities. You're comfortable making outbound calls, building rapport quickly, and helping customers understand the importance of maintaining their home's HVAC, electrical, and plumbing systems.
• You thrive in a fast-paced environment, enjoy meeting goals, and love helping customers schedule services that provide real value. You understand that every booked appointment creates an opportunity for our technicians and contributes directly to the company's success.
• The Outbound CSR is responsible for generating service appointments through proactive outbound calling campaigns. You'll contact previous customers, maintenance members, and homeowners in targeted service areas to promote HVAC, electrical, and plumbing services, preventative maintenance programs, safety inspections, and seasonal promotions.
• Success in this role is measured by your ability to engage customers, identify potential home service needs, and convert conversations into booked appointments.

Responsibilities

• Conduct outbound calls to previous HVAC, electrical, and plumbing customers to identify service opportunities.
• Re-engage inactive customers and encourage them to schedule preventative maintenance, system inspections, tune-ups, and safety evaluations.
• Contact maintenance members to schedule annual HVAC, electrical, and plumbing inspections and maintenance visits.
• Promote current HVAC, electrical, and plumbing specials, service agreements, indoor air quality solutions, electrical safety inspections, drain cleaning services, and other seasonal offerings.
• Educate customers on common signs of HVAC, electrical, and plumbing issues, including inconsistent temperatures, poor airflow, rising utility costs, flickering lights, overloaded circuits, slow drains, recurring clogs, sewer odors, and leaks.
• Generate appointments for system inspections, repairs, maintenance services, and in-home evaluations.
• Follow up on unsold estimates and previous service recommendations across HVAC, electrical, and plumbing departments.
• Maintain accurate customer records and call notes within ServiceTitan.
• Meet daily outbound call, booking, and revenue generation goals.
• Provide exceptional customer service while representing the company professionally and positively.

Requirements

• To perform this job successfully, an individual must be able to adequately perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High School Diploma or GED equivalent
• 2+ years of call center, inside sales, appointment-setting, or customer service experience
• Experience handling high-volume outbound calling campaigns
• Comfortable discussing residential HVAC, electrical, and plumbing services and promoting service offerings over the phone
• Strong sales aptitude with the ability to overcome objections and secure appointments
• Excellent communication and interpersonal skills
• Results-driven with a focus on achieving booking goals
• Ability to exercise independent judgment and make appropriate decisions
• Ability to organize and manage multiple tasks accurately
• Basic computer proficiency
• Reliable attendance and punctuality
• Fluent ability to speak, read, and write English
• ServiceTitan experience
• HVAC, electrical, plumbing, or residential home services industry experience
• Prior residential service experience
• Inside sales or appointment-setting experience
• Experience working with outbound marketing campaigns
• Bilingual (preferred but not required)

Skills

Required

• High School Diploma or GED equivalent
• Basic computer proficiency
• Reliable attendance and punctuality

Preferred

• ServiceTitan experience
• Prior residential service experience
• Bilingual (preferred but not required)

Benefits

• Medical, Prescription, Dental, and Vision Insurance
• Disability and Term Life Insurance
• Matching 401(k)
• Paid Holidays
• Paid Time Off (PTO)
• Pay: $18.00 - $22.00 per hour
• Monday - Friday
• Hours: 8:00 AM - 5:00 PM
• Location: In Office