Inside Sales Specialist

Inside Sales Specialist

Horizon Services is a leading provider of HVAC, plumbing, drain clearing, and electrical services. With a strong commitment to customer satisfaction and a reputation for excellence, we strive to deliver top-notch service to homeowners. Join our team and be part of a company that values professionalism, quality, and customer care.

Job Summary

As an Inside Sales Representative, you will serve as the initial point of contact for customers who need to book appointments for Horizon's HVAC, plumbing, drain clearing, and electrical services. Your primary duties will include identifying the customers' service needs, offering the appropriate Horizon services, and scheduling appointments. In addition to scheduling appointments for the customers' stated need, you will play a vital role in scheduling high-revenue repair appointments and upselling additional services and solutions to encourage ongoing customer engagement. These appointments are essential for achieving company goals and revenue targets.

Key Responsibilities

• Handle Incoming Calls: Manage inbound calls professionally, focusing on identifying the customer's needs and booking appointments while following Horizon's call scripts.
• Appointment Scheduling: Efficiently convert customer inquiries into booked appointments by applying strategic sales techniques and leveraging knowledge of Horizon's services.
• Upsell Additional Services: Identify opportunities to upsell additional services, such as maintenance plans, system upgrades, or related services, by identifying the customer's unspoken needs and effectively communicating the service's benefits.
• Customer Relationship Management: Build and maintain strong relationships with customers by providing exceptional service and promptly addressing any questions or concerns.
• Product and Service Knowledge: Maintain a thorough understanding of Horizon Services' offerings, including HVAC, plumbing, drain clearing, and electrical services, to provide accurate information to customers.
• Data Entry and Documentation: Accurately input customer information, service requests, and appointment details into the company's CRM system.
• Follow-Up: Conduct follow-up calls as needed to confirm appointments, provide service reminders, and offer additional services.
• Team Collaboration: Work closely with the dispatch teams and other departments to ensure smooth service delivery and customer satisfaction.
• Business Support: Consistently arrive on time and ready to work.

Performance Metrics

• Daily Reviews: Review performance relative to key metrics daily to understand progress toward individual and departmental goals.
• Collaboration for Improvement: Meet with supervisors to understand performance opportunities and receive coaching as needed.
• Strive for Excellence: Ensure call handling behaviors are focused on meeting performance expectations for inbound booking rate, quality evaluation average, and call acceptance rate.

Qualifications

• Experience: Previous experience in customer service, sales, or call centers preferred. Experience in the HVAC, plumbing, or electrical industries is a plus.
• Skills:
  • Excellent communication and interpersonal skills.
  • Ability to handle high call volumes while maintaining professionalism and a positive attitude.
  • Strong sales and negotiation abilities including active listening, managing objections and cross/up-selling.
  • Ability to gain and retain a thorough understanding of Horizon's services.
  • Ability to translate knowledge of Horizon's services into offers and benefits to address customer's specific needs.
  • Proficiency in using CRM software and other office tools to perform tasks accurately and thoroughly.
  • Strong organizational and time management skills.
• Education: High school diploma or equivalent required. Additional training or certification in customer service or sales is a plus.
• Other: Ability to work flexible hours, including evenings and weekends.

Why Join Horizon Services?

• Competitive Salary: Performance-based incentives.
• Comprehensive Benefits: Health insurance, retirement plans, and paid time off.
• Professional Development: Opportunities for career advancement.
• Supportive Environment: Collaborative team atmosphere.

Interested candidates should submit their resume and a cover letter outlining their qualifications and experience to [Insert Contact Information or Application Process].