Outbound Customer Care Representative

About the role

All-Star Heating & Air Conditioning is one of Knoxville’s fastest-growing residential HVAC companies, built on a reputation for exceptional service, responsiveness, and doing right by our customers. We are looking for a motivated, organized, and people-first Outbound Customer Care Representative to join our internal customer contact team and help us stay connected with the homeowners we’ve had the privilege of serving.

Responsibilities

• Make outbound calls daily to existing customers to schedule maintenance tune-ups and seasonal service visits
• Reach out to customers with expiring or lapsed maintenance agreements and re-enroll them using a structured, consultative script
• Contact customers who have aging systems (10+ years) to offer a complimentary diagnostic or priority scheduling opportunity
• Log every call, outcome, and follow-up action accurately in our service software (SERA) to ensure nothing falls through the cracks
• Cookordinate with the office team to ensure scheduled appointments align with technician availability and routing
• Track and report your weekly call activity: calls made, contacts reached, appointments set, and agreements enrolled
• Represent the All-Star brand with professionalism, warmth, and a genuine desire to help homeowners

Requirements

• Minimum 1 year of outbound call center or telephone-based customer service experience required
• Exceptional organizational skills — you can manage a call list, track outcomes, prioritize follow-ups, and never let a lead go cold
• Confident, clear, and friendly phone presence with the ability to build rapport quickly
• Experience working with CRM or service management software; ability to learn new systems quickly
• Strong attention to detail — accurate data entry and consistent note-taking are non-negotiable in this role
• Self-motivated with the ability to maintain high call volume and positive energy throughout the day
• Team-oriented and willing to collaborate closely with office staff, technicians, and the field supervisor

Qualifications

• Prior experience in a home services, HVAC, or trades-adjacent industry is a plus but not required

Skills

• Outbound calling and customer service experience
• CRM or service management software proficiency
• Excellent communication and interpersonal skills

Benefits

• Competitive hourly pay commensurate with experience
• Performance bonus tied to appointments set and maintenance agreements enrolled
• Paid time off and company holidays
• A supportive, close-knit team environment
• Opportunities for growth as the company scales — we promote from within