Job Description
This is a remote position.
Work Setup: Remote | Work From Home
Schedule: 30–40 hours per week | US Eastern Time | Some Saturdays required, Sundays off
Industry: Home Services / Plumbing
About the Role
We are looking for a confident, proactive, and results-driven Outbound & Inbound Phone Specialist to support a residential plumbing company based in Southern Maryland, USA.
The ideal candidate has strong phone communication skills, proven outbound sales or follow-up experience, and the ability to turn customer conversations into booked appointments.
This role requires someone who can confidently handle objections, follow up persistently without being pushy, and deliver a professional, friendly customer experience.
Key Responsibilities
Make outbound calls to previous customers, open estimates, and existing leads to generate sales and book appointments.
Follow up with customers who previously declined or postponed plumbing services.
Handle objections professionally and encourage customers to move forward with services.
Answer inbound customer calls, address inquiries, and schedule appointments.
Accurately document calls, customer interactions, and appointments in Housecall Pro.
Perform basic Excel tasks, including data entry and tracking.
Maintain a professional, conversational, and customer-focused approach on every call.
Requirements
Qualifications
Proven experience in outbound calling, sales follow-ups, or appointment setting is required.
Previous experience handling inbound customer calls.
Experience in home services (plumbing, HVAC, electrical, or similar industries) is highly preferred.
Excellent spoken English with clear pronunciation and a neutral, easy-to-understand accent.
Strong listening skills, objection-handling abilities, and a persuasive yet professional communication style.
Comfortable making repeated follow-up calls while maintaining a positive customer experience.
Proficient in basic Microsoft Excel (skills will be assessed).
Able to work US Eastern Time hours, including some Saturdays.
Reliable, organized, and capable of working independently.
Preferred Qualifications
Experience using Housecall Pro, ServiceTitan, or similar field service management software.
Familiarity with residential home services, customer estimates, and service appointment scheduling.
