Part time Customer Service Representative

ROLE SUMMARY

Masters is looking for a part time customer service representative responsible for converting incoming leads and generating outbound opportunities to maximize job board utilization across all Intermountain Home Services brands. This role is crucial to the customer journey, driving high booking rates, growing our membership base, and ensuring customers receive a seamless and positive experience from the first point of contact.

This high-performance role requires confidence in sales, precision in call handling, and a proactive approach to customer service. Customer Experience Agents are expected to operate at a high level, fight for every call, and contribute directly to daily revenue through inbound bookings, self-generated leads, and membership sales.

Monday
- Friday hours 10am-2pm or Monday - Friday 10am-3pm.

The mission of the Customer Experience Agent is to:

• Fill the dispatch board by converting inbound leads and generating outbound appointments
• Provide consistent, high-quality customer interactions on every call
• Drive revenue through add-ons, outbound efforts, and membership sales
• Follow standardized processes that support call quality, efficiency, and brand alignment
• Collaborate with dispatch and other teams to ensure a smooth customer journey

• Answer inbound calls promptly and professionally, representing each brand with clarity and care
• Convert inbound leads into booked appointments with confidence and urgency
• Follow talk tracks and scripts that align with brand and service line expectations
• Overcome customer objections to protect every booking opportunity

• Make outbound calls to existing and new customers to generate appointments and fill the board
• Proactively identify opportunities to generate self-gen leads, including cross-trade add-ons
• Maintain a consistent outbounding cadence to support daily board utilization and revenue goals

• Sell monthly and annual membership programs as a standard part of every qualifying interaction
• Educate customers on the benefits of membership and confidently overcome objections
• Meet or exceed membership conversion targets on a weekly basis

• Follow all SOPs, call handling procedures, and system workflows with accuracy and consistency
• Accurately disposition calls and input detailed, complete notes into the CRM
• Meet or exceed quality monitoring standards for tone, clarity, accuracy, and professionalism

• Meet all key performance indicators for booking rate, call quality, membership sales, and working time
• Communicate effectively with dispatch and other departments to ensure smooth handoff and customer continuity
• Participate in ongoing coaching sessions, 1:1 meetings, and team training to continuously improve skills and performance
• Show up as a positive, engaged contributor to team culture and shared goals

At Intermountain Home Services (IHS) and its family of brands, we don’t just fix pipes and tune HVAC units—we build a platform for people to grow, lead, and thrive. From day one, every team member joins a company that’s scaling smart, led by strong values, and driven by a mission to serve both our communities and our employees with excellence.

We empower our brands and our people to win together
—designing systems, developing talent, and holding ourselves to elite standards in everything we do. Our employees aren’t just part of a company; they’re part of something bigger: a movement to define the future of home services with urgency, discipline, and full ownership.
Benefits That Support the Whole You

Masters is an Equal Opportunity Employer and does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factor.