An HVAC rehash specialist follows up with homeowners who got an estimate for a new system or a big repair but didn't buy. By phone, text and email, the specialist finds out what stopped them, answers questions, and either closes the sale or books a second visit with a sales rep.
By the HireBus team · Updated · Pay data: BLS, May 2025
Median pay, HVAC and plumbing contractors · BLS, May 2025
Responsible for revisiting lost leads and re-engaging prospects to drive additional revenue within the HVAC industry. Acts as a catalyst for revitalizing potential customer relationships and generating new sales opportunities while providing exceptional customer support.
2. Essential Duties and Responsibilities
Revisit and analyze previously declined or lost leads to determine potential opportunities.
Re-engage prospects using tailored communication strategies to foster renewed interest.
Collaborate with the sales team to integrate rehash strategies into broader revenue goals.
Maintain detailed records of interactions in CRM systems to track progress and outcomes.
3. Key Tasks / Daily Activities
Conduct daily review of lost leads reports and prioritize outreach efforts.
Make proactive phone calls and send follow-up emails to reestablish contact with prospects.
Utilize data and customer feedback to adjust messaging for better conversion rates.
Report daily and weekly performance metrics to the Sales Manager.
Coordinate with HVAC technicians and service teams to align follow-up actions with current promotions.
4. Key Performance Indicators (KPIs)
Re-engagement Rate: Achieve a re-engagement rate of at least 25%.
Conversion Rate: Generate a conversion rate of rehash calls/emails to sales of at least 15%.
Revenue Growth: Contribute an additional monthly revenue of $5,000 from re-engaged leads.
Follow-Up Completion: Maintain a 95% or higher follow-up completion rate within established timeframes.
5. Required Qualifications and Skills
Minimum of a high school diploma or equivalent with relevant certification preferred.
1-3 years of experience in sales, customer service, or a similar role.
Excellent verbal and written communication skills.
Strong problem-solving and analytical skills.
Proficiency in CRM systems and basic computer applications.
6. Preferred Experience
Experience in the HVAC or home services industry.
Previous experience with lead re-engagement or call center roles.
Proven track record of meeting or exceeding sales targets.
Familiarity with digital communication platforms and sales outreach methodologies.
7. Physical Requirements
Ability to sit for extended periods while making phone calls and using a computer.
Occasional lifting of office equipment up to 20 lbs.
Ability to work in an office environment with minimal physical strain.
Required vision and hearing capabilities for effective communication.
8. Work Environment and Schedule
Standard work hours from 8:00 AM to 5:00 PM, Monday through Friday.
Occasional overtime may be required during peak periods.
Minimal travel required – primarily office-based.
May occasionally participate in team meetings outside normal work hours.
9. Compensation and Benefits
Base salary range: $40,000 - $55,000 per year, based on experience.
Performance-based bonuses tied to re-engagement and conversion KPIs.
Comprehensive health, dental, and vision insurance coverage.
401(k) retirement plan with company match.
Additional fringe benefits such as paid time off and professional development support.
10. Company Culture and Overview
Our company prides itself on a supportive, collaborative, and growth-oriented environment designed for continuous learning and success.
We are committed to empowering our employees while fostering a culture of teamwork, innovation, and customer focus.
Join us to be part of a dynamic team that values your contributions and offers opportunities to drive both personal and professional advancement.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
A rehash specialist never starts cold. Every call goes to a homeowner who already had a visit and saw a price, which changes what you say and the rules you follow.
Find out why they didn't buy
An unsold proposal is often a not-yet rather than a no. The price felt high, a spouse wasn't home, another company is coming out, or the financing didn't go through. The specialist asks, writes down the real reason, and matches the next step: a lower-tier option, a different payment plan, or a second visit with the rep.
One person owns every open estimate
Reps get busy with new appointments and let follow-up slide. ServiceTitan's contractor playbook suggests giving one person the job. In its setup, that person takes over unsold estimates once they're 48 hours old and is the customer's one contact after the visit. Decide whether that means replacement proposals only, or repair quotes and maintenance plan offers from technicians too. Source: ServiceTitan: Rehash and follow-up best practices.
Calling rules still apply
Federal do-not-call rules let you call a homeowner for three months after they asked for an estimate, and for 18 months after their last purchase, even if their number is on the National Do Not Call Registry. Once someone asks you to stop, they go on your company's do-not-call list and the calls end. Keep calls between 8 a.m. and 9 p.m. their time. The rules cover texts too, and states can add stricter ones. Source: FCC telemarketing rules, 47 CFR 64.1200 (Cornell Law School).
Closing deals or booking visits
Decide whether the specialist closes sales or only books return visits for a rep. In California, anyone who sells or negotiates home improvement contracts for a contractor must register with the state's contractor board as a home improvement salesperson. Someone who only books appointments for a registered salesperson doesn't have to. Check your own state's rules before the specialist takes a signature. Source: California CSLB: Before you apply for home improvement salesperson registration.
Old quotes go stale
A homeowner who decided to nurse an old system through spring may call back when it quits in July. By then the quote may be out of date: equipment prices change, rebates end, and the system may be in worse shape. The specialist checks with the sales manager before restating any price, and sends a rep back out when the job has changed.
How much HVAC rehash specialists make
The closest BLS group for HVAC rehash specialists is telemarketers. Telemarketers who work for plumbing, heating, and air-conditioning contractors earned a median of $18.65 an hour ($38,790 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $35,450 median for telemarketers in all industries. About 580 of the 58,430 telemarketers in that survey work for HVAC and plumbing contractors.
Usually an hourly wage or base salary plus commission or a bonus on recovered sales.
HVAC and plumbing contractors
$38,790$38,790 median Middle half $34,670–$46,450 10th–90th $32,000–$49,820
All industries
$35,450$35,450 median Middle half $29,640–$40,230 10th–90th $27,040–$50,350
$20k$30k$40k$50k$60k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
HVAC and plumbing contractors
$32,000
$34,670
$38,790
$46,450
$49,820
All industries
$27,040
$29,640
$35,450
$40,230
$50,350
BLS reports HVAC and plumbing contractors together. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
A warm, easy phone manner that doesn't sound like a pitch
Takes a no well and knows when to stop calling
Asks good questions and writes down the real reason a customer waited
Works the call list every day without being chased
Accurate CRM notes on every call, text, and email
Teach these on the job
Basic HVAC terms, equipment tiers, and warranties
Your financing options and how to explain them
Your follow-up schedule and call scripts
Do-not-call rules and your opt-out process
When to hand a customer back to the rep or the sales manager
The work runs from the unsold estimate list in your CRM or field service software, such as the follow-up screen in ServiceTitan, plus a phone system that logs calls and texts. Name your software in the ad and say whether the role also runs automated text and email campaigns.
HVAC rehash specialist interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Track these weekly from the unsold estimate list, and count a sale once, whether the specialist or a rep closes it. The targets in the template are examples to adjust to your own numbers.
Re-engagement Rate
Unsold estimates where the specialist had a real conversation with the homeowner, not just a voicemail, divided by all estimates worked. Pull it weekly from the unsold estimate list in your CRM.
Conversion Rate
Recovered sales divided by unsold estimates worked, from your CRM each week. Track sales the specialist closes and sales a rep closes on a return visit separately.
Revenue Growth
Sold revenue each month from estimates that were unsold when the specialist picked them up, minus any that cancel. Compare it with the same month last year, since the season drives demand.
Follow-Up Completion
Scheduled follow-up calls, texts and emails finished by their due date in the CRM, divided by all that came due. Check it weekly and clear the overdue list.
Rehash is the home service term for going back to estimates that didn't sell. The specialist reviews each unsold proposal, calls the homeowner, and finds out what held them up. Then they try to win the job, sometimes by booking a second visit with the rep. The job is also called follow-up coordinator or sales recovery specialist.
How much does an HVAC rehash specialist make?
Telemarketers who work for plumbing, heating, and air-conditioning contractors earned a median of $18.65 an hour ($38,790 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $34,670 and $46,450 a year. Pay also depends on your local market, experience and overtime.
Is a rehash specialist exempt from overtime?
Usually not under the federal outside sales exemption. That exemption covers people whose main job is selling away from your office. It doesn't include sales made by phone, mail or the internet from your office. Plan to track hours and pay overtime unless another exemption clearly fits, and check your state's rules too.
Can a rehash specialist text customers about an estimate?
Yes, with care. Federal do-not-call rules treat a text like a call, so the same time windows and opt-outs apply. Sales calls or texts sent with a recorded voice or an autodialer need the customer's written consent first, and whether a texting tool counts as an autodialer can be a legal question. Get consent in writing, such as on the estimate form, honor every reply that says stop, and have a lawyer check your setup and your state's rules.
Should sales reps follow up on their own estimates?
Yes, in the first day or two, while the visit is fresh. A specialist adds steady follow-up after that, when reps are busy with new appointments. Agree on when an estimate moves to the specialist and how commission is split when a rehash turns into a sale, so reps see the role as help, not a threat.
What should a rehash specialist say on the first call?
Keep it short and low-pressure. Thank them for having the rep out, ask if they have questions about the proposal, and ask what's holding up the decision. Then listen. If it's price, offer an approved lower option or financing. If it's timing, ask when to check back and put that date in the CRM.
Does a rehash specialist need HVAC experience?
No, but they need to talk about the proposal with confidence. Teach the difference between your equipment tiers, what the warranties cover, and how your financing works. Have each new specialist sit in on a few sales visits so they know what the customer saw and heard before the call.
