What are the responsibilities and job description for the Customer Service & Sales Representative position at Lee's Air, Plumbing, & Heating?
Position Summary
We are seeking a motivated and results-driven Customer Service & Sales Representative to join our Contact Center team. This role involves handling a high volume of inbound and outbound calls, converting leads to booked appointments, and upselling services while delivering an exceptional customer experience. The ideal candidate is persuasive, energetic, and thrives in a performance-driven environment.
Key Responsibilities
- Answer inbound calls, actively listening to customer needs while identifying opportunities to book services or recommend additional solutions.
- Make outbound calls to follow up on unsold estimates, service reminders, and promotional offers.
- Convert inquiries into scheduled appointments, ensuring customers choose the same day booking slots or earliest availability when possible.
- Confidently present company products, services, and maintenance programs to drive sales and customer loyalty.
- Overcome objections and provide solutions that align with customer needs.
- Document all customer interactions and sales activity accurately in the CRM system.
- Meet and exceed individual and team sales goals (appointments booked, close rate, revenue contribution, etc.).
- Stay updated on promotions, pricing, and industry knowledge to effectively communicate value to customers.
- Collaborate with dispatchers, technicians, and other departments to maximize service opportunities.
- Adhere to call center protocols while maintaining a persuasive and customer-first approach.
Requirements
- High school diploma or equivalent (bachelor’s degree preferred).
- Prior experience in a sales or call center environment strongly preferred.
- Excellent communication and persuasion skills with the ability to influence customer decisions.
- Strong problem-solving and objection-handling abilities.
- Comfortable working with performance metrics and sales targets.
- Proficiency with computers, CRM systems, and call center software.
- Ability to thrive in a fast-paced, high-energy environment.
- Flexibility to work evenings, weekends, and holidays if required.
Preferred Skills
- Bilingual (Spanish/English preferred but not required).
- Experience in HVAC, Plumbing, or Home Services industry sales is a strong plus.
- Familiarity with Service Titan, Dialpad, Microsoft Office, and Slack.
Salary : $18 - $20