Call Center Sales Representative - Horizon Services

About Us:

Horizon Services is a leading provider of HVAC, plumbing, drain clearing, and electrical services. With a strong commitment to customer satisfaction and a reputation for excellence, we strive to deliver top-notch service to homeowners. Join our team and be part of a company that values professionalism, quality, and customer care.

Job Summary:

As a Priority Sales Representative, you will serve as the initial point of contact for customers looking to book appointments for HVAC, plumbing, drain clearing, and electrical services. Your main duties will include managing inbound calls, assisting customers with their service needs, and efficiently scheduling appointments. Additionally, you will play a vital role in scheduling high-revenue repair appointments and upselling additional services and solutions to encourage ongoing customer engagement and service utilization. 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 booking appointments and follow call scripts as instructed.
• Appointment Scheduling: Efficiently convert inquiries into booked appointments using service knowledge and strategic communication.
• Upsell Additional Services: Identify opportunities to upsell additional services, such as maintenance plans, system upgrades, or related services, by effectively communicating the benefits to the customer.
• Customer Relationship Management: Build and maintain strong relationships with customers by providing exceptional service and promptly addressing concerns.
• Product and Service Knowledge: Maintain a thorough understanding of Horizon Services' offerings, including HVAC, plumbing, drain clearing, and electrical services, to provide accurate information to customers.
• Data Entry and Documentation: Accurately input customer information, service requests, and appointment details into the company's 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:

• Review Metrics: Daily review of key performance metrics to ensure department goals are met.
• Collaborate for Improvement: Work with supervisors to identify performance gaps and develop improvement plans.
• Meet Targets: Maintain performance levels that meet both qualitative and quantitative targets
• Key Performance Indicators: Meet 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
  • Strong sales and negotiation abilities.
  • Ability to handle high call volumes while maintaining a positive attitude.
  • 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 Horizon Services?

• 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

How to Apply:

Interested candidates should submit their resume and a cover letter outlining their qualifications and experience to [Insert Contact Information or Application Process].