The primary purpose of this role is to systematically follow up with customers after a technician has provided an estimate, answer questions, reinforce the value of the company's proposed solution, compare competing quotes where appropriate, and convert more outstanding estimates into booked plumbing jobs.
This is not intended to be an aggressive hard-sales role. The ideal candidate should be personable, consultative, persuasive, and capable of explaining why a more comprehensive solution may offer greater long-term value than a cheaper "band-aid" repair.
Core Responsibilities
1. Open Estimate Follow-Up
- Review open and unsold estimates generated by plumbing technicians.
- Contact customers, typically the day after the in-home service visit.
- Determine whether the customer has made a decision or has questions about the proposal.
- Maintain consistent follow-up so opportunities do not fall through the cracks.
- Encourage qualified customers to proceed with the recommended work.
2. ServiceTitan Management
The company uses ServiceTitan as its primary operational system. The candidate will need to:
- Review customer and estimate information before making calls.
- Receive or access open-estimate notifications.
- Use the Tasks functionality to manage assigned follow-ups.
- Research the service history, technician recommendations, and available options before contacting the customer.
- Track follow-up activity and outcomes accurately.
3. Consultative Sales & Value Communication
The candidate must be able to explain the value behind the company's recommendations rather than simply asking, "Are you ready to book?"
For example:
- Explain the difference between a temporary repair and a comprehensive long-term solution.
- Help customers understand the risks of delaying necessary repairs.
- Communicate the potential long-term cost of repeatedly repairing an underlying issue.
- Reinforce the value and scope of the company's proposed work without being overly pushy.
4. Competitor Estimate Comparison
When a customer receives a lower quote from another plumbing company, the candidate should:
- Encourage the customer to share or review the competing estimate.
- Help compare the actual scope of work, rather than focusing only on price.
- Identify differences in materials, footage, services, or completeness of the repair.
- Explain situations where the competitor's lower price may represent a smaller scope of work.
- Escalate opportunities where the company may be able to adjust or match the scope appropriately.
5. Upselling & Opportunity Identification
- Review completed or proposed repairs for additional legitimate opportunities.
- Identify customers who selected a temporary or "band-aid" solution when a larger repair was recommended.
- Follow up on higher-value recommendations that were not initially approved.
- Educate customers on why resolving the full underlying problem may prevent future emergencies.
- Help increase average job value while maintaining a customer-first approach.
6. Customer Relationship Management
The ideal candidate should recreate the strength of the company's previous employee, who was described as:
- Highly personable.
- Excellent with customers.
- Able to build trust.
- Effective at communicating the company's value.
- Capable of converting opportunities without sounding aggressive.
The candidate should make customers feel that the company is following up because it cares about solving the problem, not simply because it wants to make another sale.
Ideal Candidate Profile
The preferred candidate should have:
- Approximately 2–4/5 years of relevant experience
- Previous experience in plumbing, home services, HVAC, electrical, construction, or another service-based industry
- Strong inside sales or estimate follow-up experience
- Excellent telephone communication skills
- A personable, consultative sales style
- Strong objection-handling abilities
- The ability to explain value without becoming overly aggressive
- Strong research and preparation habits before customer calls
- Experience working with CRMs or field-service platforms
- ServiceTitan experience strongly preferred
- Excellent spoken English with a highly understandable, customer-friendly accent
- Latin American candidates preferred based on the client's stated communication preferences
- Spanish-English bilingual ability
Key Performance Indicators
The role should ultimately be measured against:
- Number of open estimates reviewed
- Follow-up calls completed
- Follow-up speed after the initial estimate
- Contact rate
- Estimate-to-booking conversion rate
- Revenue recovered from previously unsold estimates
- Upsell revenue generated
- Number/value of high-ticket projects converted
- Competitor quotes successfully retained or recovered
- CRM/ServiceTitan task completion
- Customer experience and call quality
Job Type: Full-time
Pay: $25,900.00 - $26,000.00 per month
Work Location: Remote
