Position Title: Inbound Sales and Service Representative
Employment Type: Full-Time
Working Hours: CST / 50 hours per week

ABOUT PAVAGO

Pavago is seeking a passionate and dedicated Inbound Sales and Service Representative to join our client’s team. In this role, you’ll be the first point of contact for potential customers, handling inbound calls, scheduling appointments, and providing exceptional service. Your responsibilities will also include promoting and selling the membership, upselling plumbing services, and contributing to process improvements. Ideal candidates will have prior experience in a home service business, with plumbing knowledge preferred, and must have excellent English proficiency. Strong communication skills, the ability to drive sales, and a customer-focused mindset are key to success in this role.

REQUIRED EXPERIENCE & SKILLS:

• English Proficiency: Must have a high level of proficiency in English for clear and effective communication.
• Customer Service Experience: Prior experience in customer service, especially in a home service business, is preferred.
• Sales Experience: A proven track record of meeting or exceeding sales targets in a fast-paced environment.
• Plumbing Knowledge: Previous experience or knowledge of plumbing services is a plus but not required.
• Technology Proficiency: Experience with CRM systems (Service Titan preferred) and other customer service tools.

• Inbound Call Management: Professionally manage inbound calls, providing empathetic and knowledgeable assistance to customers while working toward an 85% call-to-booking conversion rate.
• Scheduling & Upselling: Efficiently schedule service calls and identify upselling opportunities for plumbing services, repairs, maintenance options, and Pipeline Club memberships.
• Pipeline Club Sales: Achieve a 10% close rate on Pipeline Club memberships across all eligible calls, promoting the benefits of membership, including priority service, discounts, and complimentary services.
• System Building and Documentation: Assist in creating and documenting structured, repeatable processes for high call conversion and membership sales rates.
• Technology Integration: Utilize new tools and technologies to enhance the customer experience, streamline internal processes, and provide regular feedback to improve efficiency.
• Offshore Team Development: Support the training and integration of offshore teams for managing overflow and after-hours calls, ensuring quality standards and effective customer interactions.
• Active Listening and De-Escalation: Handle escalated calls with care, using active listening and de-escalation techniques to manage customer concerns and ensure a positive experience.