Outbound Customer Service Representative

About the role

Berkeys is looking for an energetic and persistent Outbound Customer Service Representative to help connect customers with the home services they need. In this high-volume role, you’ll contact new and existing customers, follow up quickly with retail-generated leads, promote available services, and schedule appointments for our home-service teams. A major focus of this position is speed to lead—contacting new opportunities quickly, consistently, and professionally to maximize appointment bookings.

Responsibilities

• Promptly contact newly generated retail leads by phone, text, email, and other approved communication methods.
• Make 100 or more outbound calls per day or meet current outbound activity expectations.
• Schedule service, maintenance, sales, inspection, estimate, and replacement appointments.
• Contact current and prospective customers about HVAC, plumbing, electrical, water treatment, generator, and other home-service opportunities.
• Follow up on open estimates, recommended services, deferred repairs, maintenance needs, recalls, and other approved campaigns.
• Promote available services, seasonal offers, membership benefits, and maintenance opportunities.
• Follow approved scripts and call flows while keeping conversations natural and customer-focused.
• Ask effective questions to understand customer needs, urgency, and scheduling preferences.
• Professionally overcome common objections and confidently ask customers to schedule.
• Make repeated contact attempts and maintain consistent follow-up according to established procedures.
• Respond to customer inquiries received through chat, text, email, AI-assisted tools, and automated campaigns.
• Assist customers with appointment confirmations, rescheduling requests, and cancellation-saving efforts.
• Accurately document calls, contact attempts, customer needs, objections, outcomes, and follow-up requirements.
• Maintain accurate customer records, lead statuses, call dispositions, and appointment information.
• Partner with Retail Sales, Lead Generators, Sales, Dispatch, and Customer Service to ensure leads are handled appropriately.
• Escalate customer complaints, service emergencies, safety concerns, or scheduling issues according to established procedures.
• Meet performance expectations for call volume, speed to lead, contact rate, booking conversion, call quality, attendance, and documentation accuracy.
• Participate in call reviews, role-playing, coaching, system training, and team meetings.

Requirements

• High school diploma or GED required.
• One or more years of experience in outbound calling, appointment setting, inside sales, customer service, lead conversion, telemarketing, call-center operations, or a related field preferred.
• Three or more years of call-center or contact-center experience is preferred.
• Previous experience in a high-volume outbound calling environment is strongly preferred.
• Experience with speed-to-lead follow-up, retail-generated leads, sales campaigns, or appointment booking is preferred.
• A demonstrated ability to meet call-volume, booking, conversion, or productivity goals is preferred.
• Experience in HVAC, plumbing, electrical, water treatment, generators, or another home-services industry is a plus.

Skills

• Strong verbal and written communication skills.
• Confidence making a high volume of outbound calls.
• Ability to build rapport and maintain an enthusiastic, conversational tone.
• Persistence and professionalism when customers are hesitant, frustrated, or difficult to reach.
• Ability to overcome objections and guide customers toward a scheduling decision.
• Strong organization, follow-up, and time-management skills.
• Ability to remain productive while managing changing priorities and multiple campaigns.
• Accurate, real-time documentation and data-entry skills.
• Ability to navigate multiple systems and screens while speaking with customers.
• Willingness to receive coaching and apply feedback to improve performance.
• Reliable attendance and punctuality.

Technology Skills

• Intermediate proficiency with Microsoft Outlook, Word, Excel, and Teams.
• Experience using call-center phone systems, automatic dialers, CRM systems, and scheduling software.
• Ability to communicate through phone, chat, text, and email.
• Experience with ServiceTitan, Successware 21, or a comparable home-services platform is preferred.
• Ability to quickly learn new systems, scripts, campaigns, and communication tools.

Schedule

Schedule: Tuesday through Saturday, 9:00 a.m. to 6:00 p.m. Consistent Saturday availability is required. Occasional overtime, schedule adjustments, meetings, or training outside regular hours may be required based on business needs.

Pay

Compensation: $20-$23 plus spiff opportunities.