Gary Air is a growing HVAC company with a focus on quality service, integrity, and customer satisfaction. As we continue to expand, we’re looking for a motivated professional to drive front-line customer engagement and revenue growth. If you thrive in a fast-paced environment and excel at converting calls into booked jobs, we want you to grow with us.
Position Overview We’re looking for a dynamic, goal-oriented Customer Service & Inside Sales Representative. This is an essential individual contributor role where you will be on the front lines as the primary voice of our company—handling inbound customer calls, executing outbound outreach, booking service appointments, and generating sales opportunities.
Unlike a generic call center role, you will leverage your industry knowledge to triage customer needs, educate clients on our services, fill our schedule, and earn performance incentives.
Key Responsibilities: Inbound Customer Support & Service
- Inbound Call Handling: Promptly and professionally answer incoming calls, handling customer inquiries with empathy and efficiency.
- Service Triage: Ask targeted questions to identify comfort issues, evaluate the urgency of requests, and log accurate details in our system.
- Customer Care & Education: Inform customers about our maintenance plans, seasonal offers, and service procedures to ensure complete satisfaction.
- Record Keeping: Enter and update detailed customer profiles, equipment records, and interaction notes in our CRM software.
Outbound Prospecting & Inside Sales
- Outbound Booking: Make proactive calls to maintenance plan members, past clients, and inactive accounts to schedule seasonal maintenance and generate bookings.
- Inside Sales Execution: Spot sales opportunities on both inbound and outbound calls—converting inquiries into booked appointments, maintenance memberships, and qualified replacement leads.
- Lead Follow-Up: Consistently reach out to unbooked service requests and open estimates to maximize booking rates and keep technician schedules full.
Job Requirements
- Required Experience: Minimum of 1–2 years of experience in a customer service, inside sales, or call center role within the HVAC, Plumbing, or Electrical trades. Candidates without industry experience will not be considered.
- Software Proficiency: Computer literate with direct experience using trade CRM systems (e.g., ServiceTitan, Housecall Pro, FieldEdge, or similar).
- Communication & Booking Skills: Strong verbal communication, persuasive skills, active listening, and a consistent track record of achieving booking or sales targets.
- Attributes: Self-motivated, target-driven, organized, and adaptable in a high-volume, fast-paced environment.
Compensation & Benefits
- Base Pay + Performance Incentives: Solid base pay plus performance-driven incentives for outbound bookings and inside sales results.
- 2 Weeks Paid Time Off (PTO)
- 401(k) Matching
- Paid Holidays and comprehensive health benefits available following the introductory period.
- Growth Potential: Opportunities to advance into leadership as our sales and service teams expand.
