Summary: The HVAC Outbound Sales & Booking Representative will work directly inside ServiceTitan to unlock revenue hidden within our existing customer database. Rather than cold-calling cold leads, you will conduct targeted outreach to warm, existing database segments – including unbooked estimates, aging equipment owners, expiring membership lists, and recurring service reminders. Your primary objective is to convert these opportunities into high-quality, completed service appointments and sales consultations while keeping field technician drive times short across target zones such as Severn, Elkridge, and Columbia.
Duties and Responsibilities:
1. ServiceTitan Lead Mining & Campaign Execution
a. Systematically navigate built-in ServiceTitan dashboards, call queues, and tag tracking features.
b. Re-engage “cold” or unbooked repair and replacement estimates to answer basic customer questions and convert them into scheduled visits.
c. Execute targeted outreach campaigns for expired Preferred Service Agreements (“PSA”), seasonal system tune-ups, and aging equipment check-ups.
2. Real-Time Dispatch & Geographic Route Density
a. Work directly alongside our dispatchers during live shifts to identify sudden schedule gaps created by cancellations or fast job completions.
b. Prioritize geographic clustering by targeting customers in tight zip codes (ie. Severn, Elkridge, Columbia) to limit technician wait time and maximize billable field hours.
3. High-Volume Execution & Performance Tracking
a. Maintain an active outbound volume of 80 to 120 calls per day using our cloud-based phone system.
b. Track daily booking metrics and call outcomes within ServiceTitan to ensure performance matches monthly target tiers.
4. Accurate Data Entry & System Preparation
a. Log real-time, comprehensive notes during every call within the customer’s ServiceTitan profile.
b. Verify and update crucial job details, including equipment age, brand, unit operational status, access codes, and customer preferred contact methods to prepare field technicians for successful visits.
Qualifications:
1. Experience: Minimum of 1 year in professional outbound calling, telemarketing, call center
operations, or inside sales. Direct, hands-on experience using ServiceTitan software is highly
preferred.
2. Availability: Reliable commute to our Hanover, MD office 5 days a week. Must be consistently available for our full peak shift from 10:00 am to 6:30 pm, Monday-Friday.
3. Communication: Clear, professional verbal communication with strong objection-handling ability. Must maintain a positive, energetic phone demeanor in a fast-paced team office setting.
4. Technical Aptitude: Comfort navigating multi-screen setups, web databases, and cloud dialers while maintaining interactive conversations with homeowners.
Physical Requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Qualified candidates with disabilities may be eligible for reasonable accommodations to enable them to perform these essential functions.
1. Stationary Position: Constantly operates in a stationary position for prolonged periods while engaging on phone calls.
2. Auditory & Speech: Must be able to clearly hear, speak, and converse with customers and
dispatchers over phone software and in person throughout the entire shift.
3. Lifting & Physical Mobility: Light work that primarily involves sitting or standing. Occasional requirement to lift, carry, or push office items weighing up to 10-15 pounds.
4. Sensory: High level of visual and mental concentration required to navigate multiple software screens simultaneously while conducting customer phone conversations.
Working Conditions consist of 100% on-site indoor, climate controlled fast-paced, collaborative office environment subject to mild to moderate noise levels.
Pay: $50,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
