Appointment Setter (Job ID: MATGOL1)

IMPORTANT - Watch this quick Loom video on how to get hired:
https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0

C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT.

PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH

About the Client:

The client is an established, fast-growing residential and light commercial HVAC provider serving 

Northern Virginia and the broader Washington, D.C. metropolitan area. Built on a foundation of honesty, technical expertise, and zero-upsell customer care, the company provides full-scope heating, cooling, and indoor air quality services—ranging from rapid emergency repairs to custom system evaluations and full replacements.

Known in the local market for exceptional responsiveness, transparent pricing, and high-quality craft, the team operates with a high-touch, solution-oriented approach. They prioritize long-term system health, fast turnarounds on inquiries, and clear, respectful communication at every customer interaction. By combining local, personalized service with top-tier technology and tools, the client maintains an outstanding reputation and an ultra-responsive operational model.
 

About the Role:

As the Appointment Setter, you will serve as the primary front-door representative for a premier U.S. home services provider. Operating in the high-volume Washington, D.C. market, this position goes beyond typical administrative support: you are the primary appointment setter, rapid lead responder, and frontline coordinator for all incoming business.

You will split your daily operational focus between driving sales revenue and supporting field service operations—swiftly converting incoming digital leads into system replacement estimates for Comfort Advisors (Sales Reps), while keeping Service Technicians efficiently booked and dispatched via ServiceTitan.

This role is ideal for a proactive, highly articulate professional who thrives in a fast-paced environment where speed-to-lead is critical. Candidates with proven ServiceTitan software experience, sharp critical thinking skills, and a warm, relatable phone presence will find high-impact, long-term growth potential in this position.

Key Responsibilities

• Inbound Customer Service: Answer incoming calls from new and existing customers using established call processes and scripted workflows. Maintain a warm, engaging, and professional phone presence.
• Rapid Lead Response: Contact incoming Meta (Facebook/Instagram) and third-party platform leads within 30 seconds of receipt to maximize conversion ("speed to lead").
• Sales Scheduling: Coordinate and book home estimate appointments for Comfort Advisors (Sales Representatives).
• Service Scheduling: Dispatch and schedule technicians for diagnostic, maintenance, and repair calls.
• Lead Feed & Channel Monitoring: Monitor incoming communication channels (including Slack and third-party platforms like Yelp) to claim, track, and process leads rapidly alongside team members.
• Ad-Hoc Administrative Tasks: Take on additional customer relations and operational duties as assigned based on company needs and candidate aptitude.

Qualifications & Skills

• ServiceTitan Expertise (Mandatory): Hands-on experience navigating and managing workflows in ServiceTitan (or equivalent experience using ServiceTitan within the plumbing, electrical, or home services industries). Candidates without prior ServiceTitan experience will not be considered.
• English Proficiency: High-level verbal and written English fluency with a clear, relatable, and professional phone manner.
• Critical Thinking: Strong situational awareness and problem-solving skills to manage fast-moving scheduling calendars and route leads effectively.
• Speed & Responsiveness: Ability to operate in a high-tempo environment where rapid action on incoming lead feeds is critical.
• Language Bonus: Conversational or fluent Spanish is a welcome plus, though absolute English command is paramount.

Technical Environment

• Primary Software: ServiceTitan
• Internal Communication: Slack