Customer Care Representative / Outside Sales Rep I & II

Job Title: Customer Care Representative / Outside Sales Rep I & II

Job Type: Contract

Contract Length: Initial pilot engagement with potential for long-term extension

Rate: Hourly pay + performance-based incentives

Role Location: Remote – Latin America (LATAM)

The Company:

Our client is a US-based energy efficiency services company headquartered in Pennsylvania, partnering with utility providers to help homeowners access energy-saving programs and services.

As the company continues to grow, they are expanding their Customer Care team into Latin America, initially hiring three representatives with the potential to scale the team significantly over time.

This is an opportunity to join a growing team, receive structured training, and contribute directly to programs that help homeowners improve energy efficiency.

Role and Responsibilities:

As a Customer Care Representative, you'll be responsible for making high-volume outbound calls to homeowners on behalf of utility-sponsored energy efficiency programs. Your goal is to educate customers, communicate the value of available programs, overcome objections, and schedule qualified in-home appointments.

You'll be working in a fast-paced, metrics-driven environment where persistence, communication skills, and a positive attitude are essential.

Key responsibilities include:

• Make approximately 100–110 outbound calls daily to homeowners using leads provided by utility partners.

• Clearly communicate the benefits of energy efficiency programs and encourage customer participation.

• Build rapport with homeowners, handle objections, and convert conversations into scheduled appointments.

• Qualify customers for program eligibility and accurately complete required questionnaires and applications.

• Maintain accurate customer records, call outcomes, and appointment details within Salesforce CRM.

• Follow up with customers to confirm appointments and minimize cancellations.

• Meet individual and team performance targets related to call volume, conversion, appointment completion, and quality.

• Participate in regular coaching, quality assurance reviews, and team meetings.

• Collaborate with teammates and supervisors to continuously improve performance and customer experience.

Job Requirements:

We're looking for motivated, resilient individuals who are confident on the phone and comfortable hearing "no" without losing enthusiasm.

Previous call center experience is helpful, but attitude, work ethic, communication skills, and coachability are more important than years of experience.

Required:

• Strong English communication skills, both verbal and written.

• Confidence making high-volume outbound calls and engaging with customers over the phone.

• Ability to handle rejection, overcome objections, and maintain a positive attitude.

• Strong work ethic, self-motivation, and a results-oriented mindset.

• Excellent active listening, interpersonal, and customer service skills.

• Strong attention to detail and ability to accurately document customer interactions.

• Comfortable working toward daily performance metrics and productivity goals.

• Ability to work US Eastern Time business hours, generally between 8:00 AM and 6:30 PM ET, depending on assigned shift.

• Ability to work remotely in a professional environment.

Preferred:

• Previous experience in outbound sales, call centers, appointment setting, customer service, automotive sales, or retail.

• Experience working in high-volume, target-driven environments.

• Familiarity with Salesforce, Five9, or similar CRM and dialing platforms.

• Previous experience communicating with US-based customers.

• Spanish-English bilingual capabilities are a plus but not required.

Training and Development:

• Two-week structured onboarding and training program.

• Ongoing support and coaching during an initial three-month development period.

• Training provided on Salesforce, Five9, call scripts, and customer engagement techniques.

• Regular performance feedback and quality assurance support.

Compensation and Incentives:

In addition to the hourly rate, eligible representatives may have opportunities to earn performance-based incentives, subject to final program terms and client approval.

• Individual incentives based on completed customer appointments and qualifying performance metrics.

• Potential team-based monthly incentives tied to overall program completion goals.

Accessibility Statement:

We make an active choice to be inclusive towards everyone every day. Please let us know if you require any accessibility adjustments through the application or interview process.

Our Commitment to Diversity, Equity, and Inclusion:

Signify’s mission is to empower every person, regardless of their background or circumstances, with an equitable chance to achieve the careers they deserve. Building a diverse future, one placement at a time.

Check out our DE&I page here