Overview

Our client is looking for a highly motivated, customer-focused Outbound Customer Success & Appointment Specialist (ServiceTitan) to proactively engage with our existing customer base. This role is responsible for generating service opportunities through outbound calls and text messaging while delivering an exceptional customer experience. The ideal candidate is an excellent communicator who enjoys building relationships, overcoming objections professionally, and consistently meeting performance goals. Success in this role is measured by outbound activity, appointment conversion rates, customer satisfaction, and the ability to successfully book up to 45 preventative maintenance tune-up appointments per week.

Schedule:

• Monday through 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 Precision Garage Door brand.

Requirements

• Previous experience in outbound calling, appointment setting, inside sales, customer retention, or customer success.
• Experience working with existing customer databases and reactivation campaigns is highly preferred.
• Excellent verbal and written English communication skills.
• Comfortable making a high volume of outbound calls and text communications daily.
• Strong relationship-building and active listening skills.
• Ability to professionally overcome objections without creating pressure or high-pressure sales tactics.
• Highly organized with exceptional attention to detail.
• Experience using CRM systems and scheduling software (ServiceTitan experience is highly preferred but not required).
• Strong computer skills and the ability to multitask efficiently.
• Self-motivated with the ability to consistently achieve individual performance goals.

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

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.