Call Center Outbound Customer Service 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 an Outbound Customer Service Representative, you will be responsible for reaching out to potential and previous customers to offer services, follow up on inquiries, and re-engage customers who previously connected with us. You will handle leads generated through platforms like Angi's List and HomeAdvisor, as well as rehash opportunities from past customer interactions. This role focuses on effectively communicating Horizon's offerings and ensuring that each customer feels valued and supported.
Key Responsibilities:
Sales-Driven Communication
•Outbound Call Handling: Make outbound calls to potential customers who have submitted service inquiries through lead aggregators and rehash calls to previous customers.
•Lead Follow-Up: Contact leads from various sources, including customer lists from prior business interactions and third-party platforms, to schedule appointments and discuss services.
•Appointment Scheduling: Convert calls into booked appointments by clearly explaining the benefits of our HVAC, plumbing, drain clearing, and electrical services.
•Service Promotion: Identify opportunities to upsell additional services, maintenance plans, and system upgrades, focusing on enhancing the customer's experience and building value.
•Save Efforts: Reach out to customers that had not scheduled a job with us on an incoming call earlier in the day to save the relationship.
Customer Relationship Management
•Relationship Building: Develop strong relationships with customers by providing friendly and professional service that addresses their needs and concerns.
•Thorough Service Knowledge: Stay updated on Horizon Services' offerings to accurately answer customer questions and tailor solutions to meet their needs.
Data Entry and Documentation
•CRM Usage: Enter customer information, service requests, and appointment details accurately into the CRM system.
•Follow-Up Communication: Conduct follow-up calls as necessary to confirm appointments, remind customers of upcoming services, and encourage re-engagement with Horizon's services.
Team Collaboration
•Cross-Department Coordination: Work closely with dispatch and other internal teams to ensure seamless service delivery and a high level of customer satisfaction.
•Punctuality and Dependability: Consistently arrive on time and ready to work, supporting the team in meeting departmental goals.
Performance Metrics:
•Sales Conversion Rate: Maintain high conversion rates for outbound leads and follow-up calls.
•Appointment Setting Accuracy: Meet targets for booking accuracy and schedule adherence.
•Quality and Call Metrics: Achieve benchmarks for call quality, customer satisfaction, and follow-through.
Qualifications:
•Experience: Previous experience in customer service, outbound sales, or call center roles preferred; experience in the HVAC, plumbing, or electrical industries is a plus.
•Skills:
oExcellent communication and interpersonal skills.
oStrong sales and negotiation skills.
oAbility to handle high call volumes with professionalism and resilience.
oProficiency in CRM software and other office tools.
oExperience using Lead Management Systems.
oStrong organizational and time-management abilities.
•Education: High school diploma or equivalent required; additional customer service or sales training is a plus.
•Flexibility: Availability to work flexible hours, including evenings and weekends as needed.
Why Join Horizon Services?
•Competitive Salary: Including performance-based incentives.
•Comprehensive Benefits: Health insurance, retirement plans, and paid time off.
•Career Growth: Opportunities for development and advancement.
•Supportive Environment: A collaborative and welcoming team atmosphere.
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their experience and interest in the role to [Insert Contact Information or Application Process].