About the job
Job Title: Inbound Sales & Customer Service Representative (Home Services)
Position Type: Full-Time, Remote
Working Hours: U. S. Hours (including evening and weekend shifts on a rotating schedule)
About the Role
Join our team as an Inbound Sales & Customer Service Representative, where you'll manage a high volume of inbound calls, assist customers with their plumbing needs, and expertly guide them towards scheduling service appointments and exploring membership options.
This position is perfect for those who thrive on assisting customers over the phone, excel in a structured sales environment, and are eager to enhance their skills in inbound sales, appointment scheduling, and customer experience, supported by established processes and resources.
Your contributions will be vital in generating revenue while ensuring a calm, professional, and customer-centric phone experience.
Key Responsibilities
Inbound Calls & Customer Interactions
- Handle incoming customer calls with empathy, professionalism, and assurance.
- Identify customer concerns and offer suitable service solutions.
- Direct conversations towards successfully booking service appointments using established call flows.
Appointment Scheduling, Sales & Membership Support
- Accurately and efficiently schedule plumbing service appointments.
- Introduce and explain the Pipeline Club membership as appropriate.
- Spot upsell opportunities while prioritizing customer satisfaction.
Systems, Documentation & Tools
- Log all calls, bookings, and notes accurately in the CRM.
- Adhere to documented scripts, workflows, and call processes.
- Provide constructive feedback to enhance call flows, tools, and overall efficiency.
Customer Experience & Team Collaboration
- Resolve customer concerns or escalations in a professional manner.
- Uphold consistent call quality and customer satisfaction standards.
- Work with offshore team members to ensure seamless service delivery.
What Makes You a Great Fit
- You are confident in speaking with customers over the phone and can easily build rapport.
- You find joy in helping others and achieving results.
- You are accountable, reliable, and comfortable working towards defined goals.
- You welcome coaching, feedback, and the opportunity for continuous improvement.
- You quickly adapt in fast-paced, call-driven environments.
Required Experience & Skills
- Experience in inbound sales, call center sales, or customer service.
- Demonstrated ability to convert inbound inquiries into booked appointments.
- Strong communication, objection-handling, and upselling skills.
- Comfort using CRM and other relevant tools.
