Customer Service & Outbound Sales Representative

Position Overview

Master Plumbing & Heating is looking for a confident, organized, and customer-focused Customer Service & Outbound Sales Representative to join our growing team.

This is a seasonal position with full-time hours and the potential to become a permanent full-time position based on performance, fit, and business needs.

The position is designed around two primary responsibilities: proactive outbound customer communication during the first part of the day and providing live, in-house customer service coverage during the evening.

From 10:00 AM–3:00 PM, the primary focus will be outbound calling, including collecting outstanding customer balances, selling service memberships, following up with customers, and supporting targeted customer outreach campaigns.

From 4:00 PM–7:00 PM, the position will shift primarily to inbound customer service, helping customers, booking service appointments, and reducing our reliance on an outside answering service.

Responsibilities

• Make proactive outbound calls to customers with outstanding balances and professionally assist with collecting payment.
• Maintain accurate notes and follow-up activity for outstanding accounts.
• Contact existing and past customers to explain and sell Master Plumbing & Heating service memberships.
• Follow up on membership opportunities, renewals, and other assigned customer campaigns.
• Process customer payments and accurately update account information.
• Answer incoming customer calls from 4:00 PM–7:00 PM.
• Provide a professional, friendly, and helpful customer experience on every call.
• Book service appointments and gather accurate information for the service team.
• Identify urgent and emergency situations and follow established company procedures.
• Continue outbound calling during slower evening periods when inbound call volume permits.
• Maintain accurate customer records, call notes, outcomes, and follow-up tasks in ServiceTitan.
• Escalate payment disputes, unusual customer situations, and other issues to management when necessary.
• Support the office team with other customer-service-related responsibilities as needed.

Qualifications

The ideal candidate will be confident on the phone, organized, dependable, and comfortable spending a significant portion of the day making outbound calls.

Candidates should have:

• Excellent communication and customer service skills.
• Confidence making outbound calls.
• Ability to professionally discuss outstanding customer balances.
• Comfort explaining and selling service memberships.
• Strong organization and follow-through.
• Basic computer skills and the ability to learn ServiceTitan and other company systems.
• Ability to remain professional with upset or demanding customers.
• Strong attention to detail.
• Ability to work independently while remaining a strong teammate.

Previous experience in customer service, inside sales, collections, call centers, or the home-service industry is preferred but not required.

What Success Looks Like

Success in this position means consistently completing outbound customer outreach, helping reduce outstanding receivables, generating new membership sales, providing excellent customer service, and helping Master Plumbing & Heating keep more of our evening customer calls in-house.

Performance may be measured through:

• Outbound call activity.
• Dollars collected.
• Memberships sold.
• Membership conversion rate.
• Follow-up completion.
• Inbound call answer rate.
• Service appointment booking rate.
• Accuracy of customer records and documentation.
• Reduction in calls handled by the after-hours answering service.
• Overall professionalism and customer experience.

Schedule

10:00 AM–3:00 PM: Outbound collections, membership sales, and customer outreach
3:00 PM–4:00 PM: Lunch
4:00 PM–7:00 PM: Primary inbound customer service coverage, with outbound work continuing when call volume allows

This is initially a seasonal position with full-time hours. A strong performer may have the opportunity to transition into a permanent full-time role as the company continues to grow.

About Master Plumbing & Heating

Master Plumbing & Heating is a growing plumbing, heating, HVAC, and mechanical services company serving Southern Vermont. Our goal is to build Amazing Systems and an Easy Customer Journey for both our customers and our employees.

Fix it Faster, Call Master.

Pay: $23.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person