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Call Center Representative
Call Center RepresentativeLee's Air Plumbing and Heating • Fresno, CA, United States
Call Center Representative

Call Center Representative

Lee's Air Plumbing and Heating • Fresno, CA, United States
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

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 .
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