WFH Outbound Appointment Setter (Customer Success)

Job Overview:

Success in this role is driven by outbound activity and appointment conversion rates, with a primary objective of booking up to 45 preventative maintenance tune-up appointments per week.

Schedule: Monday to Friday, 9:00 AM to 6:00 PM, Las Vegas, NV Time (40 hours per week, 8 hours per day)

Responsibilities:

• Conduct high-volume outbound phone calls and text message campaigns to existing and previous customers.
• Contact customers regarding preventative maintenance reminders, seasonal tune-up promotions, membership renewals, and recommended follow-up services.
• Follow up on unsold estimates and open quotes to convert opportunities into scheduled appointments.
• Re-engage inactive customers and aged leads to maximize technician schedules and customer retention.
• Successfully book up to 45 preventative maintenance tune-up appointments per week while maintaining company quality standards.
• Accurately schedule appointments in ServiceTitan, ensuring complete customer and job information.
• Maintain detailed and accurate notes, call outcomes, and customer dispositions within the CRM.
• Meet or exceed daily and weekly KPIs, including outbound call volume, customer conversations, appointment conversion rate, tune-up bookings, and membership renewals.
• Follow company-approved call guides while maintaining a warm, conversational, and professional communication style.
• Deliver an exceptional customer experience during every interaction.
• Identify additional customer needs and create opportunities for future repair or replacement services.
• Collaborate closely with Dispatch, Customer Service Representatives, and Operations to optimize technician schedules.
• Maintain a positive, solution-oriented attitude while representing the brand.
• Accurately document every customer interaction to deliver a five-star customer experience on every call.
• Contribute directly to maximizing technician productivity, schedule utilization, and driving recurring revenue through maintenance memberships and customer retention initiatives.

Qualifications:

• Previous experience in outbound calling, appointment setting, inside sales, customer retention, or customer success.
• Strong database experience, including customer reactivation campaigns and CRM systems (ServiceTitan experience is highly preferred).
• Excellent verbal and written English communication skills alongside strong computer and multitasking abilities.
• Energetic, friendly, and professional phone presence, comfortable with a high volume of daily outbound calls and texts.
• Strong active listening and relationship-building skills to connect with long-term customers.
• Ability to professionally overcome objections without creating pressure or high-pressure sales tactics.
• Highly organized, detail-oriented, and accountable professional capable of managing multiple priorities and deadlines.
• Self-motivated, goal-driven team player dedicated to delivering outstanding results and a five-star customer experience.

Home Office Requirements:

• Reliable personal computer
• Stable high-speed internet connection (minimum 100 Mbps)
• Professional noise-cancelling headset
• Secondary monitor for increased productivity
• Quiet, distraction-free home office environment

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.