Customer Sales Representative

Job Title: Customer Sales Representative

Position Type: Full-Time – Remote

Working Hours: US Hours - CST

About Pavago

Pavago is hiring for one of its clients in the home services industry. This role requires a strong sales background, excellent English communication skills, and prior experience working within a US-based home service market. As a Customer Sales Representative, you will be responsible for converting inbound customer calls into scheduled service jobs while promoting membership offerings, ensuring each customer receives a professional and efficient experience.

Responsibilities:

• Manage both inbound calls and outbound follow-ups to maintain customer engagement.
• Book services and schedule appointments using ServiceTitan with immediate proficiency.
• Attend daily morning huddles via Zoom at 8:45 AM to discuss team metrics and updates, prepared with essential board numbers.
• Respond promptly to calls and messages through platforms such as Slack, Teams, or Zoom, ensuring full availability during work hours.
• Handle customer inquiries and escalations effectively, collaborating with management as necessary.
• Maintain strictly defined CSR duties, focusing solely on call handling, booking appointments, and escalating issues rather than dispatching.
• Document interactions accurately and maintain organized records within ServiceTitan.

Key Requirements:

• ServiceTitan Experience: Must have prior hands-on experience using ServiceTitan and be able to book calls from day one—this is a non-negotiable requirement.
• High-Energy Personality: A bubbly, personable demeanor that matches our upbeat brand tone in every interaction with customers.
• Availability & Responsiveness: Availability during the entire shift, except for lunch/breaks, with immediate responsiveness to all communications.
• Daily Morning Huddles: Commitment to attending daily team meetings and contributing to discussions with prepared data.

Nice-to-Haves:

• Experience using Dialpad, a VOIP system that integrates with ServiceTitan.
• Ability to learn new tools quickly, reducing the dependency on internal training resources.
• Familiarity with outbound calling and a comfort level with calling lists for follow-ups on slow days.
• Background or experience within the trades/home services sector.
• Strong note-taking and documentation skills to maintain the cleanliness of ServiceTitan records and assist with escalation processes.
  

What Does a Typical Day Look Like

Your day will involve answering inbound calls, converting them into scheduled service jobs, and promoting membership offerings. You will enter all customer information into the CRM, coordinate scheduling based on availability, and consistently work toward meeting booking targets, membership goals, and call-time requirements. Throughout the day, you will communicate clearly and professionally to ensure customers receive a smooth and positive experience from the moment they reach out.

Key Metrics for Success

• Daily jobs booked
• Membership enrollment rate
• Daily call time (180–210 minutes)
• Accuracy of CRM records
• Customer satisfaction and communication quality

Interview Process

1. Initial Screening with Pavago
2. Skills and Communication Assessment
3. Client Interview
4. Offer & Onboarding
   
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