Job Description

Job Description

Job Description

Your primary duties will include identifying the customers’ service needs, offering the appropriate services, and scheduling appointments . In addition to scheduling appointments for the customers’ stated need, you will play a vital role in scheduling high-revenue repair appointments and upselling additional services and solutions to encourage ongoing customer engagement. These appointments are essential for achieving company goals and revenue targets.

Key Responsibilities: Sales Driven Mindset

• Handle Incoming Calls: Manage inbound calls professionally, focusing on identifying the customer’s needs and booking appointments while following call scripts.
• Appointment Scheduling: Efficiently convert customer inquiries into booked appointments by applying strategic sales techniques and leveraging knowledge of services.
• Upsell Additional Services: Identify opportunities to upsell additional services, such as maintenance plans, system upgrades, or related services, by identifying the customer’s unspoken needs and effectively communicating the service’s benefits.
• Customer Relationship Management: Build and maintain strong relationships with customers by providing exceptional service and promptly addressing any questions or concerns.
• Data Entry and Documentation: Accurately input customer information, service
  requests, and appointment details into the company CRM system.
• Follow-Up: Conduct follow-up calls as needed to confirm appointments, provide service
  reminders, and offer additional services.
• Team Collaboration: Work closely with the dispatch teams and other departments to
  ensure smooth service delivery and customer satisfaction.
• Business Support: Consistently arrive on time and ready to work.

Performance Metrics:

• Daily Reviews: Review performance relative to key metrics daily to understand progress toward individual and departmental goals.
• Collaboration for Improvement: Meet with supervisors to understand performance opportunities and receive coaching as needed.
• Strive for Excellence: Ensure call handling behaviors are focused on meeting performance expectations for inbound booking rate, quality evaluation average, and call acceptance rate.

Qualifications:

• Experience: Previous experience in customer service, sales, or call centers preferred. Experience in the HVAC, plumbing, or electrical industries is a plus.

Skills:

• Excellent communication and interpersonal skills.
• Ability to handle high call volumes while maintaining professionalism and a positive attitude.
• Strong sales and negotiation abilities including active listening, managing objections and cross/up-selling.
• Ability to gain and retain a thorough understanding of services.
• Ability to translate knowledge services into offers and benefits to address customer’s specific needs.
• Proficiency in using CRM software and other office tools to perform tasks accurately and thoroughly
• Strong organizational and time management skills.

Education:

• High school diploma or equivalent required. Additional training or certification in customer service or sales is a plus.
• Other: Ability to work flexible hours, including evenings and weekends.

Why Join ?

• Competitive Salary: Performance-based incentives.
• Comprehensive Benefits: Health insurance, retirement plans, and paid time off.
• Professional Development: Opportunities for career advancement.
• Supportive Environment: Collaborative team atmosphere

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