Customer Experience Specialist

Position Summary

The Inside Sales & Revenue Recovery Specialist is responsible for maximizing every sales and booking opportunity this company generates — from the first ring of the phone through the final signed work order.

Think of this person as our gold finder: someone who treats every unclosed lead, unsold estimate, and quiet spot on the calendar as revenue that is already ours — it just hasn’t been collected yet. Nothing sold, big or small, should slip through because no one followed up.

This is not a call-taking position. It is a revenue-producing role measured on booked appointments, recovered estimates, and dollars closed.

Key Responsibilities

Inbound Call Conversion & Booking

• Answer every inbound call promptly and professionally, creating a first impression that reflects well on the company.
• Guide the conversation confidently toward a booked appointment — don’t just take information, close the calendar slot.
• Convert qualified inbound calls into scheduled service, maintenance, sales, or replacement appointments at a 90%+ booking rate.
• Follow up on any inbound call that didn’t book on the first try — “I’ll call you back” is not a lost opportunity, it’s a follow-up task.
• Overcome common booking objections: price shopping, scheduling conflicts, and “let me think about it.”

Unsold Estimate & Sales Follow-Up

• Own the company’s unsold estimate follow-up process, start to finish — no estimate is closed out until it is sold, declined, or moved into a long-term nurture list.
• Work every open estimate, proposal, recommended repair, replacement, or upgrade across phone, text, and email.
• Re-engage customers who said “not right now” or “I need to talk to someone,” and work through timing, financing, and price objections.
• Schedule return visits with technicians, comfort advisors, or salespeople when an opportunity needs a second touch to close.
• Hand off sold work cleanly to dispatch and operations so the customer experience never skips a beat.

Outbound Revenue Generation

Proactively mine the existing customer database for appointments and revenue before the company spends another dollar acquiring new leads. This includes:

• Existing customers who haven’t used the company recently
• Past customers due for additional or seasonal service
• Open and aging estimates, and previously declined recommendations
• Replacement, membership, and maintenance opportunities
• Aging equipment or systems flagged by technicians
• Cancellations, no-shows, and calls that never booked
• Customers who postponed work or are eligible for a current promotion

Campaign Management

• Execute outbound calling campaigns built to generate appointments.
• Send and manage approved follow-up text and email campaigns — seasonal, promotional, membership, and reactivation.
• Follow up with anyone who engages with a campaign but doesn’t immediately book.
• Track campaign results: contacts made, appointments generated, jobs sold, revenue closed.

Calendar & Capacity Management

• Keep the board full — monitor upcoming appointment availability and flag light days early.
• Work with dispatch and management to know where additional calls are needed most.
• Fill cancellations and last-minute openings with existing customers who can move up.
• Look beyond today’s board and build appointments for the days and weeks ahead, not just for right now.

Pay: $20.00 - $26.00 per hour

Expected hours: 32.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Professional development assistance
• Vision insurance
• Work from home

Experience:

• Customer relationship management: 1 year (Required)

Shift availability:

• Night Shift (Preferred)

Work Location: In person