Professional, Inside Sales-Service

Description

Purpose

Provide world-class customer service and sales support by professionally responding to customer requests, managing inbound and outbound sales calls, and ensuring customer satisfaction through accurate account management and effective communication. Drive operational excellence by supporting sales, technicians, and department heads to resolve issues impacting the customer experience.

Key Contributions

• Lead and execute the primary function of handling inbound and outbound sales calls, qualifying leads, and completing phone sales.

• Manage workflows critical to operational and revenue targets, including setting up new customer accounts, maintaining current accounts, and documenting all interactions.

• Ensure accuracy and compliance in account management, payment processing, and documentation.

• Partner with sales inspectors, technicians, and platform branches to resolve issues and maintain alignment.

• Support key business cycles, including high-volume periods, by assisting with customer service-related calls and meeting/exceeding performance standards

Success Metrics

• Complete assigned workflow tasks within 24–48 hours.

• Maintain = 98% accuracy on all submissions and documentation.

• Achieve = 90% positive satisfaction scores on post-interaction surveys.

• Meet conversion goals for lead to call and positive action.

• Resolve service issues or escalations within 24 hours with zero repeat issues.

• Attain Monthly Development Plan goals regularly

Growth Impact 

• Accelerates revenue capture by reducing the cost of open territories and call center gaps.

• Protects compliance through accurate background checks and adherence to hiring standards.

• Drives scalability by building repeatable, efficient sales processes for high-volume frontline roles.

• Strengthens culture and retention by ensuring service quality and responsiveness that reinforce trust in CERTUS leadership and systems

Capabilities & Strengths 

• Exceptional communication and interpersonal skills to build trust and create positive customer experiences.

• Strong problem-solving and decision-making abilities to resolve customer issues efficiently.

• Collaborative mindset, able to partner with technicians, sales staff, and department heads to maintain alignment and resolve issues.

Requirements

Required Qualifications 

• High School diploma or equivalent.

• Previous inside sales and/or customer service experience preferred.

• Working knowledge of Microsoft Word, Excel, and Outlook.

• Ability to calculate basic math.

• Must pass a seven-year criminal background check and substance abuse testing

Preferred Qualifications 

• Experience in multi-state, high-growth, or field-based environments.

• Advanced communication and grammar skills.

• Proficiency in Velocify systems.