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<h2>Overview</h2>
<p>We are seeking a high-performing Sales Customer Service Representative (CSR) to join a fast-paced, performance-driven HVAC home services team. This is a fully remote role focused entirely on sales, booking, and conversion activity—not traditional customer service.</p>
<p>This role is best suited for individuals who thrive in a high-volume, metrics-driven environment, are comfortable with outbound and inbound sales conversations, and are motivated by performance-based outcomes.</p>
<p>You will serve as the first point of contact for homeowners and are responsible for converting inbound inquiries and outbound opportunities into scheduled service appointments and membership enrollments.</p>
<h2>Responsibilities</h2>
<p><strong>Key Responsibilities</strong></p>
<ul>
<li>Handle high-volume inbound calls, chats, and text messages from homeowners</li>
<li>Convert inbound leads into booked service appointments</li>
<li>Conduct outbound calling and texting campaigns including:</li>
<ul>
<li>Missed opportunities</li>
<li>Membership renewal and re-engagement</li>
<li>Marketing and rehash leads</li>
</ul>
<li>Actively present and sell HVAC membership plans during customer interactions</li>
<li>Upsell and cross-sell services where appropriate</li>
<li>Maintain consistent follow-up on leads to maximize conversion opportunities</li>
<li>Accurately document all interactions in ServiceTitan</li>
<li>Work closely with dispatch and internal team to maximize schedule efficiency</li>
<li>Maintain high performance standards in a metrics-driven environment</li>
</ul>
<p><strong>Key Performance Indicators (KPIs)</strong></p>
<p>Success in this role is measured by:</p>
<ul>
<li>Inbound booking rate</li>
<li>Outbound booking rate</li>
<li>Contacts per hour (productivity metric)</li>
<li>Membership conversion rate</li>
</ul>
<p>Overall contribution to scheduled revenue and lead conversion efficiency</p>
<h2>Qualifications</h2>
<p><strong>Required Skills & Experience</strong></p>
<ul>
<li>Minimum 2+ years of customer service AND inside sales experience</li>
<li>Proven ability to handle objections and close over the phone or chat</li>
<li>Strong communication skills in a sales-driven environment</li>
<li>Comfortable working in high-volume, fast-paced call environments</li>
<li>Ability to follow structured scripts while adapting to customer needs</li>
<li>Strong organizational and follow-up discipline</li>
<li>Ability to work late shifts (11:00 AM–8:00 PM or 12:00 PM–9:00 PM EST)</li>
<li>Availability to work weekends based on staffing needs</li>
</ul>
<p><strong>Preferred Qualifications </strong></p>
<ul>
<li>2+ years of HVAC or home services industry experience</li>
<li>Prior experience selling HVAC memberships or maintenance agreements</li>
<li>Experience working in ServiceTitan</li>
<li>Background in outbound sales, call center sales, or lead generation environments</li>
<li>Experience with text-based sales or SMS campaign follow-up</li>
</ul>
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