All-Star Heating and Air Conditioning
Outbound Customer Care Representative
Full Time • Knoxville
Benefits:
- Bonus based on performance
- Health insurance
- Opportunity for advancement
- Paid time off
All-Star Heating & Air Conditioning is one of Knoxville’s fastest-growing residential HVAC companies, built on a reputation for exceptional service, responsiveness, and doing right by our customers. We are looking for a motivated, organized, and people-first Outbound Customer Care Representative to join our internal customer contact team and help us stay connected with the homeowners we’ve had the privilege of serving.
About the role
About the role
As our Outbound Customer Care Representative, you will be the proactive voice of All-Star — reaching out to our existing customer base to schedule seasonal tune-ups, renew maintenance agreements, follow up on open service inquiries, and ensure every homeowner feels taken care of between visits. This is not a cold-calling role. Every person you contact is already an All-Star customer. Your job is to strengthen those relationships, keep our schedule full, and surface opportunities for our service team.
What you’ll do
- Make outbound calls daily to existing customers to schedule maintenance tune-ups and seasonal service visits
- Reach out to customers with expiring or lapsed maintenance agreements and re-enroll them using a structured, consultative script
- Contact customers who have aging systems (10+ years) to offer a complimentary diagnostic or priority scheduling opportunity
- Log every call, outcome, and follow-up action accurately in our service software (SERA) to ensure nothing falls through the cracks
- Coordinate with the office team to ensure scheduled appointments align with technician availability and routing
- Track and report your weekly call activity: calls made, contacts reached, appointments set, and agreements enrolled
- Represent the All-Star brand with professionalism, warmth, and a genuine desire to help homeowners
What we’re looking for
- Minimum 1–2 years of outbound call center or telephone-based customer service experience required
- Exceptional organizational skills — you can manage a call list, track outcomes, prioritize follow-ups, and never let a lead go cold
- Confident, clear, and friendly phone presence with the ability to build rapport quickly
- Experience working with CRM or service management software; ability to learn new systems quickly
- Comfortable working from scripts while also adapting naturally to each conversation
- Strong attention to detail — accurate data entry and consistent note-taking are non-negotiable in this role
- Self-motivated with the ability to maintain high call volume and positive energy throughout the day
- Team-oriented and willing to collaborate closely with office staff, technicians, and the field supervisor
- Prior experience in a home services, HVAC, or trades-adjacent industry is a plus but not required
What we offer
- Competitive hourly pay commensurate with experience
- Performance bonus tied to appointments set and maintenance agreements enrolled
- Paid time off and company holidays
- A supportive, close-knit team environment where your work has a direct and visible impact
- Opportunities for growth as the company scales — we promote from within
Compensation: $15.00 - $20.00 per hour
There are many exciting options for a career in HVACR waiting to be explored.
If you’re looking for a career that offers flexibility, job stability, strong pay, benefits and more, then you’ve come to the right place!
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Jobs Are Available Now!
When considering a position in HVAC you are considering a career path that grants you the opportunity to find a job today. The demand for skilled tradespeople continues to grow across the USA.
More Than Just a Career.
HVACR supports all aspects of modern life. By working in HVACR you are helping to ensure food, medicine, and comfort are maintained. A career in HVACR allows you to make a difference.
Opportunity for Career Advancement.
Choosing a career in the HVAC industry presents you with an exciting professional path that promises job security and excellent earnings potential.
Excellent Pay.
HVACR professionals make an average of $47,000 per year. This is as much as many college graduates make, without the burden of debt, or the stress of having to deal with an oversaturated job market.
The Future Is Bright:
Job growth for caregivers is projected to increase by 26% through 2024, compared to just 6.5% on average for all occupations. The HVACR industry is projected to have nearly 115,000 job openings by 2026. Our industry is growing much faster than many other fields and provides stable long-term jobs.
New Technologies.
HVACR offers opportunities to work in high-tech, innovative fields. New HVACR is being designed to be more environmentally friendly by using less energy and less polluting chemicals.
Variety of Career Paths.
HVAC technicians work with everything from pipes to electrical systems, so it's more varied than other trades. Start out as a technician in the HVAC industry and you could move on to become a service manager, move into sales, morph into building maintenance, or start your own HVAC business.