Inbound Sales & Customer Service Representative - (Home Services)

Inbound Sales & Customer Service Representative (Home Services) – Remote | High-Volume Calls | Appointment Booking

Position Type: Full-Time, Remote
Working Hours: U.S. Hours (Evenings + Weekend Rotation Required)
About the Role

We’re hiring an Inbound Sales & Customer Service Representative to handle high-volume inbound calls, assist customers with plumbing needs, and convert conversations into booked service appointments and memberships .

This is a sales-driven customer service role — not just answering calls. You’ll guide conversations, solve problems, and confidently move customers toward action.

If you’re comfortable on the phone, enjoy helping people, and want to build real inbound sales skills , this role is built for you.
What You’ll Own
Inbound Calls & Sales Conversations

- Handle high-volume inbound calls with confidence and professionalism

- Understand customer needs and recommend the right service

- Guide conversations toward booked appointments using proven scripts

- Build trust quickly and maintain a calm, solution-focused tone

Scheduling, Sales & Upselling

- Book service appointments accurately and efficiently

- Introduce and explain membership plans (Pipeline Club)

- Identify upsell opportunities without hurting customer experience

- Balance service + sales in every interaction

CRM & Systems Management

- Log calls, bookings, and notes accurately in CRM systems

- Follow structured scripts, workflows, and SOPs

- Maintain clean and complete customer records

Customer Experience & Retention

- Handle objections and concerns with confidence

- De-escalate frustrated customers professionally

- Deliver a consistent, high-quality customer experience

Team Collaboration

- Work closely with dispatch and operations teams

- Coordinate with offshore team members for smooth service delivery

- Share feedback to improve scripts, tools, and workflows

What Success Looks Like

- High call-to-booking conversion rates

- Consistent appointment scheduling accuracy

- Strong membership (Pipeline Club) conversions

- Positive customer feedback and satisfaction

- Clean, reliable CRM documentation

What Makes You a Strong Fit

- Confident on the phone — you don’t hesitate to lead conversations

- Naturally persuasive but still customer-first

- Comfortable working toward clear sales targets

- Organized and detail-oriented

- Coachable and open to feedback

- Thrive in fast-paced, call-heavy environments

Requirements (Must-Have)
Experience

- Experience in:

- Inbound sales

- Call center sales

- Customer service with conversion targets

Core Skills

- Proven ability to convert inbound calls into bookings

- Strong objection handling and upselling ability

- Clear, professional English communication

- Experience using CRM or call management tools

Nice to Have

- Experience in home services (plumbing, HVAC, electrical)

- Familiarity with field service tools like:

- ServiceTitan

- Experience in high-volume call environments

- Membership or subscription sales experience

What a Typical Day Looks Like

- Handle inbound customer calls during your shift

- Understand customer problems and recommend solutions

- Book appointments and present membership options

- Log all interactions in CRM

- Follow structured call flows and improve performance daily

In short:
You turn inbound calls into revenue + satisfied customers .
Performance Metrics (KPIs)

- Call-to-booking conversion rate

- Membership (Pipeline Club) close rate

- CRM accuracy and completeness

- Call quality and customer satisfaction

- Consistency across shifts and call volume

Why This Role Stands Out

- Clear scripts, systems, and training (you’re not guessing)

- Strong coaching and performance support

- Direct impact on revenue (not just support work)

- Opportunity to grow into:

- Sales roles

- Team lead positions

- Operations roles

Interview Process

- Initial Screening Call

- Interview with Pava