Outbound Call Agent

2 days ago

Mohali Punjab, India Biorev Studios Pvt. Ltd. Full time

**Customer Service Representative (Outbound Calling)
- HVAC Call Center Process**

**Job Overview**

**About the HVAC Process at Biorev**

Biorev has been managing the HVAC (Heating, Ventilation, and Air Conditioning) Call Center process for over two years as the official franchise holder of One Hour Heating & Air Conditioning, serving the Frisco, Texas region. The India team handles complete back-office and customer service operations including inbound/outbound customer calls, technician scheduling, membership promotions, invoice handling, and QA. Supported by tools such as Rilla Voice AI, Service Titan, and Dialpad, the process is structured to maintain high service standards, technical efficiency, and customer satisfaction in line with One Hour’s brand promise.

**Key Responsibilities**
- Initiate outbound calls to customers for various purposes, including:
Scheduling and confirming service appointments.

Following up on previous service calls or inquiries.

Promoting and explaining membership plans and special offers.
- Conducting customer satisfaction surveys.
- Accurately record and update customer information, call dispositions, and service details in CRM platforms.
- Adhere to call scripts and company guidelines to ensure consistent and high-quality customer interactions.
- Maintain a high level of product and service knowledge to effectively assist customers.
- Meet daily and weekly targets for outbound calls, appointments scheduled, or membership enrollments.

**Required Qualifications**
- Educational Qualification: Graduate & above.
- Experience: 1-6years of experience in an outbound call center role, preferably in a service-based or sales environment.
- Communication Skills: Excellent verbal and written communication skills in English, with clear and professional phone etiquette.
- Technical Proficiency: Basic computer literacy and ability to navigate CRM systems and other call center tools.
- Customer Focus: Strong commitment to providing excellent customer service.
- Work Ethic: Ability to work independently and as part of a team, demonstrating a proactive and results-oriented approach.

**Preferred Qualifications**
- Prior experience in the HVAC, home services, or membership-based sales domain.
- Familiarity with CRM systems like Service Titan or similar Apps.

**Job Types**: Full-time, Permanent

Pay: ₹30,000.00 - ₹60,000.00 per month

Ability to commute/relocate:

- Mohali, Punjab: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Call center: 1 year (preferred)
- CRM software: 1 year (preferred)
- Cold calling: 1 year (preferred)
- Outbound voice: 2 years (preferred)

**Language**:

- English (preferred)

Shift availability:

- Night Shift (preferred)

Work Location: In person

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