Precision Garage Door Service (PDS), a private equity-backed leader in residential and commercial garage door services, is seeking an Outbound Call Agent to join our Customer Experience (CX) team. This individual will be responsible for building and deepening relationships through proactive, appointment-driving outbound phone calls to customers and prospects. Unlike cold calling, this role is focused on reaching out to leads who have previously expressed interest, booked services, or received estimates, with a primary focus on conversion, retention, and closing the loop on missed opportunities.
The Outbound Specialist will be responsible for several key outreach streams, call abandons, lead aggregation platforms, appointment cancellations, follow-ups on declined estimates, web schedule abandons, lapsed customers, and second-chance leads. Success in this role will require an energetic, persuasive communicator who thrives in a fast-paced environment and is passionate about helping customers move forward with the services needed.
Responsibilities
Lead Outreach & Conversion
- Follow up on abandoned inbound calls and web schedule form submissions to re-engage customers.
- Contact lead aggregator inquiries (e.g., Angi, HomeAdvisor, Thumbtack) to convert quotes into scheduled service.
- Reconnect with customers who cancelled appointments and present alternative scheduling options.
Customer Experience & Follow-Up
- Proactively call customers who received on-site technician estimates but did not move forward with repairs or replacements.
- Maintain friendly, helpful conversations to build trust and support decision-making.
Appointment & Revenue Recovery
- Execute second-chance and aged lead campaigns to fill near-term schedules.
- Work the “callback” list of customers with previous service who are due or overdue for maintenance, replacement, or quality checks.
Cross Department Collaboration
- Partner with Dispatch to identify and fill same-day or next-day schedule gaps.
- Coordinate with Sales Managers on high-value follow-ups and closing opportunities.
- Track all outreach and outcomes in Service Titan and CRM platforms.
Performance Management & Reporting
- Log detailed interaction notes, disposition categories, and next steps for all calls.
- Contribute to outbound revenue targets and track weekly conversion rates.
General CX Support
- Help promote five-star reviews by reaching out to unsatisfied customers and resolving outstanding concerns.
- Assist with outbound campaigns initiated by marketing or leadership.
Qualifications
- 2+ years of experience in outbound calling, sales development, customer service, or call-center environments.
- Strong persuasion and rapport-building skills.
- Ability to remain energized through a high volume of outbound calls.
- Experience with CRM systems and/or service management platforms (e.g., Service Titan) preferred.
- Clear and confident phone presence with excellent listening and objection-handling skills.
- High school diploma or GED required; some college preferred.
Key Competencies
- Customer Obsessed — builds trust and creates meaningful conversations.
- Growth & Sales Minded — sees every conversation as an opportunity to serve and close.
- Service-Driven — prioritizes customer needs and urgency without compromising professionalism.
- Persistent & Positive — resilient in follow-ups and embraces challenges with passion.
- Detail-Oriented — logs all calls accurately and follows up without fail.
Performance Metrics
- Outbound contact rates and spoken-to-contact ratio.
- Appointment conversion rate and booked revenue.
- Same-day or next-day schedule fill rate.
- Follow-up on technician estimates and closed opportunities.
- Customer satisfaction survey responses from follow-ups.
Benefits
- Competitive hourly rate + performance incentives.
- Medical, dental, and vision coverage; PTO and holidays.
- Career growth path to Senior Dispatcher, Dispatch Lead, or CX Supervisor.
Equal Opportunity Employer
Precision Garage Door Service is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.