Sales Recovery Specialist

We are seeking a dynamic Sales Recovery Specialist to join our team!

Who are we? We are Horizon Services. For over 30 years, we've been the trusted name in plumbing, heating, and air conditioning, offering an unmatched level of customer service and technical expertise. Behind that outstanding customer service and technical expertise sits our people. Our employees are the core of our business, and our people-first culture ensures that we can deliver on the Horizon guarantee with each employee and customer who we service. We believe that happy employees = happy customers!

What do we offer? We offer competitive compensation, consistent work, professional and personal growth, wellness, and a fun, friendly work environment.

Position Summary

The Sales Recovery Specialist is responsible for converting unsold residential service and replacement estimates into completed sales across HVAC, plumbing, and electrical. This role executes structured follow-up via phone, text, and email; consults with customers to understand objections; presents value-based solutions and financing options; and collaborates with field and branch teams to ensure a seamless customer experience. Success in this role is measured by conversion rates, revenue recovered, and contribution to membership growth and cross-sell opportunities.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

• Execute structured follow-up campaigns to customers with pending/unsold estimates via phone, text, and email.
• Convert unsold estimates to closed sales using consultative discovery, objection handling, and tailored solution proposals (including financing and package options).
• Maximize revenue recovery across HVAC install/repair, plumbing, and electrical; identify cross-sell/up-sell opportunities and membership enrollments.
• Manage personal recovery pipeline, prioritize by value and likelihood, and maintain accurate, timely CRM documentation.
• Partner with branch leadership, sales, dispatch, and field managers to coordinate next steps, scheduling, and a seamless handoff to operations.
• Track and analyze personal performance (conversion, average ticket, cycle time) to refine outreach cadences and scripts; share trends and voice-of-customer feedback.
• Participate in coaching, team huddles, and sales training; adopt company SOPs, compliance standards, and quality expectations.
• Perform other duties as assigned to support sales recovery initiatives and customer experience.

Position Qualifications

Competency Statement(s)

• Customer Focus – Demonstrates empathy, active listening, and solution orientation.
• Persuasion & Negotiation – Effectively addresses objections and presents alternative options (pricing, packaging, financing).
• Results Orientation – Manages pipeline and time with discipline; meets/exceeds recovery targets.
• Communication, Oral & Written – Clear, concise, professional communications across phone, text, and email.
• Working Under Pressure – Maintains productivity and quality during peak seasons.
• Analytical Skills – Interprets personal KPIs and customer data to optimize outreach.
• Integrity & Ethics – Handles customer and company information responsibly; follows policies/SOPs.
• Organization & Time Management – Prioritizes high-value opportunities and keeps accurate records.

Skills & Abilities

Education:

• High School Diploma or GED required; Associate's or Bachelor's degree preferred.

Experience:

• 3+ years of proven success in outside/inside/B2B sales or residential home-services sales.
• Demonstrated record of meeting/exceeding sales targets.

Computer Skills:

• Proficiency with CRM systems, email/SMS outreach tools, and Microsoft Outlook, Excel, and Word.
• Familiarity with home-services platforms (e.g., ServiceTitan) preferred.

Certifications & Licenses:

• None required.

Other Requirements:

• Comfortable with high-volume outreach and structured follow-up cadences.
• Availability for occasional evenings/weekends during seasonal demand peaks.
• Must pass any background checks permissible by law and required by company policy.