Outbound Customer Service Representative

Position Summary

Horizon Services is looking for Outbound Customer Service Representative to assist potential prospects with product and service information, plus scheduling of online inquiries. This is a NEW position within the marketing department that will handle the customer service and dispatch of all web requests and online lead generation through Home Advisor, Angie's List, Better Business Bureau, Houzz, Best Picks, Five Star Rated, Yelp, etc. The position will manage a large volume of inbound and outbound inquiries, and scheduling for all Horizon Services companies.

To be successful in this position, candidate must have a strong sense of urgency and superior customer service skills. Must understand all facets of the business from customer service to sales to dispatch. This position weighs heavily on converting calls and emails into scheduled appointments. Performance will be measured daily, weekly and monthly on calls scheduled and net revenue.

Essential Functions

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.

• Contact potential prospects by phone and/or email to solicit sales and services
• Convert interest through calls and/or email into booked appointments
• Deliver sales and service pitches to potential prospects to set appointment
• Schedule appointments for prospects
• Ensure inbound calls and emails are addressed and answered in a timely manner
• Ensure outbound calls are completed in a systematic way
• Thorough understanding of all product and service offerings

Successful candidates for this position will be:

• Multitaskers Able to handle multiple projects and tasks in a fast-paced environment
• Detail Oriented Able to pay attention to the minute details of a project or task
• Efficient Able to work in a fast-paced environment and handle multiple projects and goals
• Competitive Able to strive to get ahead, finish projects, and exceed goals for monetary incentive
• Goal Oriented Able to focus on a goal and obtain a pre-determined result, achieving all necessary KPIs and exceeding metrics
• Communicative Able to communicate information via writing and spoken word clearly and concisely
• Customer Oriented Able to take care of customer needs while following company procedures
• Problem Solvers Able to find a solution for or to deal proactively with work-related problems

Position Qualifications

Education: High School Graduate or General Education Degree (GED) Required

Experience: 4 plus years of experience in a customer service call center environment (home improvement industry preferred)

• Sales experience recommended
• Motivated by monetary incentives
• Accountable and enthusiastic about generating revenue
• Knowledgeable and comfortable with all aspects of the business