Inside Sales Representative

JOB SUMMARY:

The Inside Sales Representative (ISR) is responsible for generating revenue by proactively reaching out to customers via phone, email, and text to schedule service appointments, promote promotions, and follow up on unsold estimates. ISRs act as a liaison between field service teams and customers, ensuring a positive customer experience and maximizing sales opportunities. This role works in a fast-paced environment, leveraging scripts, software systems, and product knowledge to convert leads into booked jobs.

EDUCATION, EXPERIENCE, AND LICENSURES:

Education

• High school diploma or equivalent is required.
• Associate or Bachelor’s degree in business, communications, or a related field is preferred.

Experience

• 1+ years of experience in inside sales, project management, outbound calling, or customer service is required.
• Experience in a call center or the trades (HVAC, Plumbing, Electrical, etc.) is highly preferred.
• Familiarity with ServiceTitan or similar CRM/scheduling software is a plus.

ESSENTIAL JOB REQUIREMENTS:

Sales & Booking

• Initiates outbound calls to past customers, unsold estimates, or leads to schedule appointments.
• Follows up on service opportunities to maximize booking rates and revenue.
• Uses defined scripts and call flows to maintain brand voice and sales consistency.
• Educates customers on current promotions and upsells services when appropriate.

CRM and Software Use

• Books and modifies appointments in ServiceTitan or other field management software.
• Logs call outcomes, notes, and tags to maintain accurate customer records.
• Monitors and updates lead statuses and pipeline progress.

Customer Experience

• Delivers excellent service in every interaction, maintaining a helpful and professional demeanor.
• Works to resolve customer objections and concerns, escalating when necessary.
• Acts as a brand ambassador in all communications.

Team Collaboration

• Communicates effectively with field technicians, dispatchers, and managers to ensure smooth scheduling.
• Participates in daily huddles, team meetings, and training sessions.
• Contributes ideas for improvement in processes, scripts, or promotions.

Metrics and Performance

• Meets or exceeds assigned KPIs including booking rate, call volume, and sales conversion.
• Participates in call reviews and coaching for continuous improvement.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong verbal communication and active listening skills
• Ability to confidently handle objections and close appointments
• High attention to detail and accuracy in scheduling
• Proficient in software platforms such as ServiceTitan, Salesforce, or similar tools
• Familiarity with trades industry services and terminology is a plus
• Self-motivated and goal-oriented
• Ability to multitask and remain organized in a fast-paced environment

PHYSICAL DEMANDS AND CONDITIONS:

• Must be able to sit for extended periods, work on a computer, and wear a headset during calls.
• Occasional light lifting (up to 20 pounds) for office materials or equipment.

WORK ENVIRONMENT / TRAVEL:

• Work is primarily performed in an office or call center environment.
• No travel is required for this position.