Inbound Sales and Service Representative - Real Estate

As an Inbound Sales and Service Representative at Pavago, you will manage inbound calls professionally, aiming for an 85% call-to-booking conversion rate. Your duties include scheduling service calls, identifying upselling opportunities for plumbing services, and creating structured processes for enhancing call conversion. Additionally, you'll work collaboratively with the offshore teams and handle escalated calls with empathy.

To qualify for the Inbound Sales and Service Representative position at Pavago, you should have proficient English communication skills, customer service experience, and sales expertise, preferably within the home services industry. Familiarity with CRM systems, especially Service Titan, and an eagerness to learn about plumbing services are essential.

Technology is key for an Inbound Sales and Service Representative at Pavago, where you'll utilize various tools to streamline customer interactions and enhance internal processes. You'll be encouraged to provide feedback on technology usage to improve efficiency and user experience, creating an engaging environment for both customers and team members.

New Inbound Sales and Service Representatives at Pavago undergo a comprehensive training process that includes familiarization with our systems, call scripts, and customer service protocols. Part of your training will also focus on the effective integration of offshore teams to manage overflow calls, ensuring you meet the company’s quality standards.

At Pavago, Inbound Sales and Service Representatives are encouraged to pursue personal and professional growth. You can expect to continuously improve your skills, contribute to process enhancements, and potentially explore advancements to leadership roles within the company. Your proactive approach to excellence will be recognized and rewarded.

To effectively handle difficult customers, I employ active listening to understand their concerns and then respond thoughtfully. I aim to de-escalate the situation by empathizing with their frustrations and offering practical solutions. Keeping a calm demeanor while staying focused on the customer’s needs is crucial.

My sales experience has primarily been in fast-paced environments where meeting targets is essential. In my previous roles, I successfully converted leads into appointments by actively engaging customers and identifying their pain points. I believe this approach would greatly benefit my work as an Inbound Sales and Service Representative at Pavago.

I prioritize tasks based on urgency and impact. For instance, addressing customers who are experiencing urgent issues first, while keeping track of appointments and follow-ups in my CRM. This ensures that each customer receives timely assistance, optimizing overall service efficiency.

I regularly follow industry news, blogs, and webinars that discuss trends in home service sales and customer service. Joining online forums also provides insights from other professionals which I find valuable for staying ahead in my role.

If a customer is unhappy, I would first listen to their grievances without interruption to fully understand their perspective. After empathizing with them, I would discuss possible resolutions and, if applicable, offer to escalate the matter to ensure their concerns are appropriately addressed.

I believe teamwork is key to success, especially in supportive roles like the Inbound Sales and Service Representative. I actively listen to team members, share insights openly, and contribute to group discussions to enhance our overall performance and customer satisfaction.

I am excited about the opportunity to work at Pavago because I admire the company’s commitment to customer service excellence and innovation. I believe my skills in sales and customer relationship management align perfectly with the company's mission, and I am eager to contribute to its growth.

I employ a mix of targeted outreach and personalized engagement strategies to meet my sales targets. This includes understanding customer needs through effective questioning, utilizing CRM tools to track potential leads, and continuously refining my sales pitch based on feedback and results.

I view feedback as an opportunity for growth. I actively seek input from supervisors and team members, carefully considering their suggestions and implementing changes that enhance my performance. Being open to constructive criticism is crucial for personal and professional development.

Technology is an integral part of my customer service approach. I use CRM systems to track interactions and follow-ups, which allows me to provide personalized service. Additionally, leveraging new tools helps streamline processes, making customer interactions more efficient and effective.