SUMMARY
The Inside Sales Support Specialist role is designed to bridge the gap between initial customer interest and long-term loyalty. By providing support to both Equipment Sales and Fuel Sales teams, this specialist ensures a seamless transition from lead generation, account retention, and customer support.
The Inside Sales Support Specialist acts as a central resource in supporting both residential and commercial growth and stability. This position focuses on qualifying equipment leads for sales representatives, helping support fuel sales as needed, and managing proactive retention activities to ensure a "Friendly, Simple, Safe" customer experience.
WORK HOURS
Normal work schedule is 8:30 am to 5:00 pm with a ½ hour lunch break.
Occasionally, during our busy season, additional hours may be required to meet our business needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
· Responsible for efficient communication, harmonious interaction and support of co-workers and management team members.
· Qualify and schedule Equipment Sales appointments for sales representatives to maximize their field time.
· Assist customers and the sales team with online financing applications and rebate programs.
· Support the sales team with quotes, printing, mailing, and diligent follow-up with customers.
· Follow through on final payment requests for equipment installations and process cash/check deposits.
· Provide support to outside fuel sales representatives when needed to help win sales and customer support.
· Utilize reporting software (like Ignite) to identify new sales opportunities, such as low-use accounts or service recommendations.
· Investigate and resolve customer concerns with the goal of "one-call resolution" to maintain business.
· Handle residential requests to close accounts by persuading customers to stay or managing "Move In-Move Out" transitions for new homeowners.
· Follow up with previously terminated accounts to understand why they left and attempt to reactivate them.
· Perform outbound courtesy calls after equipment installation or fuel delivery to ensure total customer satisfaction.
· Document all details of customer interactions in the CRM/computer system and assist in accurately setting up new accounts.
· Provide monthly updates to the management team regarding customer gains, losses, and program tracking.
· Maintain harmonious interaction with co-workers and assist other department personnel as needed
· Schedule Cleanings/Tune Ups for Customers with Service Agreements
· Support projects and pilot initiatives that may include proactive calling to customers.\
· Always maintains and promotes company brand guidelines and core values (Friendly, Simple, Safe).
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
· Strong customer negotiation skills
· Excellent communication skills, both verbal and written.
· Good organizational skills and the ability to multitask.
· Excellent phone and cold calling skills.
· Exceptional customer service skills.
Pay: $24.00 - $29.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
