Call Center Agent
Job Summary
We are seeking a motivated and results-driven Call Center Agent to work outbound calls from an automated dialer, engaging homeowners who have expressed interest in solar energy. The primary responsibility of this role is to connect with prospects, qualify interest, overcome objections, and secure agreement for solar consultation with an Energy Consultant.
The ideal candidate is comfortable with high call volume, follows proven scripts, handles objections confidently, and understands how to balance efficiency with positive customer experience. Please note there are two shifts for this role:
Shifts:
Monday through Saturday - 8AM-8PM (8AM-4PM & 12PM-8PM shifts)
Responsibilities & Duties
- Make high-volume outbound calls using an automated dialer to purchased and inbound-generated leads
- Engage prospects in professional, friendly, and persuasive conversations about residential solar
- Follow approved call scripts and objection-handling frameworks while maintaining a natural tone
- Qualify homeowners based on basic criteria (home ownership, interest level, property suitability indicators)
- Clearly explain the solar consultation process, incentives, and next steps
- Secure customer agreement and schedule solar consultations with Energy Consultants
- Handle objections, hesitations, and concerns related to solar, timing, or interest level
- Accurately document call outcomes, notes, and dispositions in CRM systems
- Manage callbacks, reschedules, and follow-ups based on call results
- Represent the company brand with professionalism, integrity, and compliance
- Meet or exceed daily, weekly, and monthly KPIs including:
- Dials
- Contact rate
- Set appointments
- Conversion rate
- Collaborate with supervisors and quality teams to improve performance and script adherence
- Stay current on solar offerings, incentives, FAQs, and company policies
Qualifications & Skills
- Previous experience in call center, inside sales, telemarketing, or lead generation preferred
- Comfortable working a fast-paced dialer environment with consistent outbound volume
- Strong verbal communication skills and confident phone presence
- Ability to handle objections and rebuttals without becoming defensive
- Goal-oriented mindset with a drive to meet and exceed targets
- Quick learner with the ability to adapt to script changes and new campaigns
- Strong listening skills and the ability to build quick rapport
- Detail-oriented with accurate data entry habits
- Ability to work independently while contributing to team goals
- Proficiency with CRM and call center tools such as:
- Salesforce
- NICE (preferred)
- Microsoft Office
What Success Looks Like
- Consistently hitting or exceeding appointment-setting goals
- High script adherence combined with natural conversation flow
- Strong show rates due to proper expectation-setting
- Positive QA scores and customer feedback
- Reliable attendance and dialer discipline