Customer Support & Sales Specialist - Night Shift

Sales Customer Service Representative

Position Overview

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.

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.

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.

Key Responsibilities

• Handle high-volume inbound calls, chats, and text messages from homeowners
• Convert inbound leads into booked service appointments
• Conduct outbound calling and texting campaigns including:
• Missed opportunities
• Membership renewal and re-engagement
• Marketing and rehash leads
• Actively present and sell HVAC membership plans during customer interactions
• Upsell and cross-sell services where appropriate
• Maintain consistent follow-up on leads to maximize conversion opportunities
• Accurately document all interactions in ServiceTitan
• Work closely with dispatch and internal team to maximize schedule efficiency
• Maintain high performance standards in a metrics-driven environment

Key Performance Indicators (KPIs)

Success in this role is measured by:

• Inbound booking rate
• Outbound booking rate
• Contacts per hour (productivity metric)
• Membership conversion rate
• Overall contribution to scheduled revenue and lead conversion efficiency

Required Skills & Experience

• Minimum 2+ years of customer service AND inside sales experience
• Proven ability to handle objections and close over the phone or chat
• Strong communication skills in a sales-driven environment
• Comfortable working in high-volume, fast-paced call environments
• Ability to follow structured scripts while adapting to customer needs
• Strong organizational and follow-up discipline
• Ability to work late shifts (11:00 AM–8:00 PM or 12:00 PM–9:00 PM EST)
• Availability to work weekends based on staffing needs

Preferred Qualifications

• 2+ years of HVAC or home services industry experience
• Prior experience selling HVAC memberships or maintenance agreements
• Experience working in ServiceTitan
• Background in outbound sales, call center sales, or lead generation environments
• Experience with text-based sales or SMS campaign follow-up

Ideal Candidate Traits

• Highly competitive and goal-driven
• Strong sense of urgency in all customer interactions
• Comfortable working under performance metrics and KPIs
• Able to follow scripts while thinking independently when needed
• Resilient in handling objections and rejection
• Adaptable in a fast-changing, high-volume environment
• Naturally sales-oriented and persuasive in communication style

Compensation & Incentives

• Competitive hourly compensation
• Performance-based bonus opportunities available
• Additional incentives may be tied to:
• Membership sales performance
• Booking efficiency
• Overall conversion results