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Inside Sales Specialist

General Job Function: This position is primarily responsible for performing outbound phone calls to involve customers in our goods and services to make their homes safe, comfortable, healthy and efficient. Facilitate the Customer’s experience by building value and getting the Technician or Comfort Advisor off to a good start with the Customer.

The Inside Sale Specialist will take advantage of every opportunity to involve our customers in our products and services such as: Anthony Service Agreement Program (ASAPs), accessory equipment, HVAC replacement and plumbing products. Outbound calling is essential to ensure a sufficient workload for field staff.

Minimum Qualifications:

  • 2 years of Customer Service and/or Sales experience, preferably in a fast-paced environment.
  • Must have outstanding Customer interaction skills.
  • Must have clear speech and proper grammar.
  • Possess enthusiasm, persuasiveness, accuracy and quickness.
  • Basic computer and typing skills
  • Must be available to work flexible hours to include some days, evenings and weekends.
  • Must have a high school diploma or GED equivalent.
  • Must be drug-free and be able to pass a criminal background check.

Essential Duties and Responsibilities:

  1.  Making outbound calls:
    1. Ensure Comfort Advisor schedule is filled with a two-week backlog.
    2. Outbound call from Direct Mail Marketing list to follow-up and set leads for Comfort Advisors.
    3. Outbound call all Plumbing Proposals to follow-up and insure project booking.
    4. Follow up on all cancelled, postponed leads and re-schedule new date / time for Comfort Advisor or Technician.
    5. Outbound call from Comment Card Referrals to set lead for Comfort Advisor or Technician.
    6. Provide back up for Lead Coordinator to book sales leads from customers and technicians.
    7. Follow-up courtesy call all Installation customers 30 days after completion to insure satisfaction and remind / ask for referrals from referral program.
    8. Follow-up call with Installations 11 (or 23 months on 2 year ASAP installations) months after to remind customer of ASAP expiration and the need to continue the ASAP program for equipment manufacture compliance
    9. Outbound call marketing leads from anthonyphc.com, Home Advisor, Wal-mart, Home Shows, etc.. or any other marketing programs.
    10. Renew A.S.A.P. customers from expired service agreement list through phone, email, and mail.
    11. Outbound call / follow up on technicians’ recommendations from invoices.
    12. Call existing customers to extend “special offers” or promotions.
    13. Perform call assignments assigned by Customer Experience Manager based on the needs of the company.
    14. Follow all scripts and procedures.
    15. Document / track all calls as required in the SuccessWare system.
  1. Answer inbound phone calls as back-up:
    1. Determine the Customer’s needs.
    2. Schedule customer service requests in the computer.
    3. Assist customers through answering questions and offering products and services.
    4. Transfer other calls and take messages as needed.
    5. Follow all scripts and procedures.
    6. Document / track all calls.
  1. General
    1. Constantly check general voice mail box and service request email for information and contact customer immediately.
    2. Miscellaneous clerical / data entry tasks.

 Physical Requirements:

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

  • Sit – over 2/3 of the time.
  • Talk or hear – over 2/3 of the time.

Vision – must be able to read computer screen and written documentation.

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