Outbound Client Services Representative

Job Summary

Do you thrive in a fast-paced environment and enjoy helping customers while driving results? Swan of Loveland is seeking a motivated and customer-focused Outbound Client Services Representative to join our growing team. In this role, you’ll be the first point of contact for many of our valued clients—building relationships, resolving concerns, and scheduling appointments with professionalism and care. If you’re energized by customer interaction, skilled at multitasking, and motivated by performance goals, we want to hear from you.

Key Responsibilities:

• Handle a high volume of inbound and outbound client calls in a fast-paced call center environment
• Make outbound calls to existing clients to schedule appointments and maximize booking conversion rates
• Identify customer needs quickly and provide effective, solution-oriented support
• De-escalate client concerns with empathy, professionalism, and sound judgment
• Maintain a strong understanding of company products and services to confidently assist clients
• Accurately document client interactions and appointment details while managing multiple tasks efficiently
• Follow established call flows, scripts, and customer service standards
• Meet and exceed individual productivity, booking, and quality assurance goals
• Deliver an exceptional customer experience during every interaction

Qualifications:

• 3–5 years of call center or customer service experience preferred
• Outbound calling and appointment-setting experience strongly preferred
• HVAC and/or plumbing industry experience is a plus
• Strong communication, problem-solving, and conflict-resolution skills
• Ability to multitask and remain organized in a high-volume environment
• Typing speed of at least 45 WPM with strong accuracy
• Proficiency with Microsoft Office Suite; ServiceTitan experience is a plus
• Bilingual Spanish skills are a plus
• Must pass a pre-employment background check

Benefits:

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Company paid life insurance
• Paid time off and holidays
• Company cookouts and team events
• Ongoing training and career advancement opportunities

Work Environment: 

Works in field environments across residential job sites, climbing ladders and navigating uneven surfaces. Regularly works in confined spaces and moves materials up to 50 pounds. Operates hand and power tools and vehicles. Must be able to see, hear, and exchange accurate information with customers and team members. Regular exposure to outdoor weather, noise, and dust. Reasonable accommodations may be made to perform essential functions.

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About SWAN:

Our team of master plumbing, heating and air conditioning technicians are dedicated to providing professional quality plumbing and HVAC services to residents and families throughout Loveland, CO and surrounding areas. Our teams of highly qualified plumbers and technicians are always equipped with stocked work trucks to get the job done and resolve your issues quickly.

We are always hiring friendly people who share our values of character, honor, and integrity.

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