Appointment Setter (Inbound / Outbound Customer Service Representative)

About UpWhiten
UpWhiten is a leading teeth whitening clinic based in Ottawa. We specialize in professional, science-backed whitening using proprietary technologies like NanoChroma™, UltraWhite™, PolarGuard™, and GumGuard™ to deliver fast, safe, and pain-free whitening results. We focus on creating exceptional results and client trust (TrustScore 4.8/5 with 100+ reviews) . Our mission is to make bright, confident smiles accessible, comfortable, and effective.

Role Summary
As at UpWhiten, you will be the motivated inbound/outbound customer service representative. Your primary responsibility is to identify, qualify, and schedule potential clients (leads) for our teeth whitening services.

You will:
Reach out to inbound leads (from quiz, website, campaigns)
Prospect new leads through cold outreach (calls, email, social)
Qualify prospects by understanding needs, eligibility, and constraints

Book consultation or service appointments for the clinical team
Handle post-appointment requests

Make reminder calls to clients with appointments
Collaborate with marketing and operations to ensure smooth lead handoff

Maintain CRM records and track activities, pipeline, conversion metrics

Work on refining scripts, messaging, objection handling, and outreach strategies

Your work will directly contribute to revenue growth and pipeline health.

Key Responsibilities
Respond promptly to inbound leads generated through our website, quizzes, ads, and campaigns
Use outbound strategies to generate new interest (cold calls, emails, outreach)
Ask qualifying questions to assess eligibility, readiness, and scheduling constraints
Educate prospects about the unique value propositions of UpWhiten’s services (NanoChroma™, UltraWhite™, sensitivity protection, etc.)

Book appointments or consultations (in-clinic or virtual) with prospects

Maintain up-to-date records in the CRM (e.g. lead status, notes, follow-up tasks)

Achieve weekly/monthly quotas in terms of qualified appointments booked

Collaborate with marketing to provide feedback on messaging, lead sources, and conversion trends

Analyze outreach effectiveness, report on key metrics (conversion rate, lead-to-appointment, response times, etc.)

Continuously improve through training, role-play, and refining techniques

Qualifications & Skills
1–3 years of experience in a B2C sales development / lead generation / inside sales role

Strong communication skills — written and verbal (you can explain benefits clearly and concisely)

High energy, self-motivated, resilient to rejection
Comfortable making cold calls and outreach

Experience with CRM tools (e.g. HubSpot, Salesforce, Pipedrive) +If they have experience on GoHighLevel

Ability to ask probing questions, listen actively, and uncover customer needs

Target-oriented and metrics-driven

Some background or familiarity (or strong interest) in aesthetic / health / beauty / wellness is a plus

Strong organizational skills, ability to multitask

Ability to adapt script or messaging based on feedback