Inside Sales Representative

Job Description

Job Description

The Big Task

The Inside Sales Representative is responsible for recovering opportunities from our Plumbing Service, Electrical Service, and Drain Sales teams to help fill the board and reach revenue goals.

Key Sub-Tasks

At the end of the first 30 days, you will be expected to :

Understand the T&G brand and value we provide to customers

Follow company and CX guidelines, processes, and best practices

Understand job capacity and the booking board

Identify and engage with key stakeholders and vendors / partners to learn the ins and outs of the role

Familiarize yourself with the Inside Sales Representative best practices, scripts, and cube-side feedback form

Start conducting outbound calls, texts, etc. with customers

At the end of the first 3 months, you will be expected to :

Be making significant ongoing progress towards all Key Performance Indicators

Ongoing tasks :

Add Value to Unsold Work

Conduct happy calls to ensure customer satisfaction during the original visit and refer unsatisfied customers to Customer Care as needed

Understand the wants and / or needs of the customer and pair those with the benefits of the items provided on the estimates

Remove confusion by answering questions related to options, cost, timing, warranty, next steps, etc.

Offer financing options, rebates, promotions, or discounts to encourage the customer to buy now

Close Unsold Drain Sales Leads

Review unconverted Drain Sales estimates from the previous day to identify and prioritize opportunities

Reach out to Drain Specialists as needed to obtain further information, discuss customer objections, and review any other insights that resulted in them not closing at the table

Communicate with the customer via outbound calling and use SMS software to begin drip campaign messaging

Continue pursuing leads for 6 months (or until asked to stop or told they bought elsewhere)

Document conversations and book follow-ups

Coordinate sold installations with the Plumbing Install Coordinator

Convert Plumbing Service & Electrical Service Estimates

Review the estimates from $0 / $89 jobs completed from Plumbing Service and Electrica Service to identify high-value opportunities

Work with Customer Success to know what we need to fill the install board today and the likelihood of filling it based on service jobs booked

Communicate with the customer via outbound calling and use SMS software to begin drip campaign messaging

Continue pursuing leads for 6 months (or until asked to stop or told they bought elsewhere)

Document conversations and book follow-ups

Book service work through Service Titan and coordinate with Customer Success as needed

Save “Sold” Plumbing, Drain, and Electrical Work

Answer inbound calls from customers who are calling to cancel sold work

Empathetically listen to understand why they want to cancel the work and determine the best way to “save” the job

Submit lost sales to the appropriate manager to begin refund process

Assist with Revenue & Booking Goals

Attend CX Huddle to review current job availability and bookings

Utilize the high authority close procedure to negotiate with customers to fill same day / next day slots

Outbound on Second Chance Leads and other lead sources to fill service / sales bookings

Track daily / weekly / monthly opportunities, close rate, and sales data

Build your knowledge of products and services offered by the Plumbing & Drain departments by attending meetings, product related trainings, and going on ride-alongs

Collaborate closely with other teams such as marketing and sales to develop effective sales strategies

Expand and grow your sales expertise through regular training, seminars, books, networking, etc.

Key Performance Indicators

Uphold, support, and engage in our purpose and core values

Add Value to Sold Work

Call quality score 80%+

Close Unsold Drain Sales Leads

Sell 10% of lost sales opportunities

Convert Plumbing Service Estimates

Sell 10% of unsold service opportunities

Convert Electrical Service Estimates

Sell 10% of unsold service opportunities

Save Sold Plumbing & Drain Work

Recover 20% of sold work

Desired Skills & Experience

If you have the skills needed to accomplish the objectives and tasks above, then you would be a good fit for this position.

Applicants with 3+ years Sales and / or Customer Service experience are preferred

Applicants must have strong listening, verbal, and written communication skills

Must be resilient, persistent, and a self-starter

Flexibility to work evenings and weekends

Requirements

Ability to pass prescreening requirements : Clear 9-panel drug test and background check

Core Values

Love

Team

Professionalism

Today

Mission Statement

To be ever building the professionalism, integrity, and honor of the trades.

Physical Demands

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

The Team Member must have a full range of motion including the use of hands, feet, and fingers to handle and feel objects and must be capable of bending, reaching, and crouching.

Must have command of senses, sight, hearing, touch. Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus. Must hear and speak well enough to conduct business with team members and vendors.

Work Environment

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

A typical workweek is five (5) days per week, with the ability to flex to attend early morning meetings, call customers when they are available (i.e. evenings and weekends). Hours may vary from season to season. This is an onsite position with some remote work permitted.

Company Description

https : / / thorntonandgrooms.com /

Company Description

https : / / thorntonandgrooms.com /