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