Inside Sales & Customer Relations Representative

Job Description

Job Description

Description:

COMPANY CATEGORY OF EMPLOYEE GROUP TEAM INFORMATION AND SUPERVISORY RELATIONSHIPS:

This job is affiliated with the J&J Exterminating Sales & Customer Relations Representative Teams. This position is supervised by the Director of Sales.

GENERALIZED DESCRIPTION:

ISR personnel are responsible for playing a key role in increasing revenue & client retention by handling inbound website generated leads (jjext.com), urgent leads. In addition to these key responsibilities, they also:

• Perform outbound calls utilizing our existing client base to reinstate services previously cancelled.
• Generate pre-qualified lead referrals for our Territory Sales Representatives by utilizing our existing client base to generate interest in additional services.
• Provide emergency support for the inbound call team during peak or high volume moments, to ensure the best experience for potential and existing clients.

WORK SCHEDULE AND HOURS:

Traditional minimum 40-hour workweek: 8+ hours daily Monday through Friday (some extended hours as needed on occasion)

EMERGENCY STAFF DESIGNATION:

This position includes on-call requirements with weekend work and shift work as a regular component of the job

COMMUNICATION

• Maintain professional communication with customers, team members, supervisors, Customer Service Representatives, Account Managers, and other personnel to ensure leads, sales opportunities, and customer requests are handled according to company standards.
• Respond promptly and professionally to customer inquiries regarding inspections, pest control services, termite protection, mosquito control, TAP insulation, pricing, billing, account information, and service-related concerns.
• Discuss service recommendations, pricing options, agreements, and payment methods with customers while ensuring all required documentation and payments are completed prior to service initiation.
• Promote additional services, generate customer referrals, and identify opportunities to enhance the overall customer experience.

LEAD MANAGEMENT AND CUSTOMER DEVELOPMENT

• Utilize company-provided and self-generated lead sources to identify, develop, and maintain relationships with prospective customers throughout the service area.
• Promptly contact and follow up with inbound leads, web inquiries, and prospective customers to maximize conversion opportunities.
• Maintain consistent communication with prospects throughout the sales process until a final decision is reached.
• Schedule inspections, consultations, and service appointments as needed.
• Develop and maintain a pipeline of prospective customers through outbound calling and follow-up activities.

SALES AND REVENUE GENERATION

• Convert inbound inquiries and company-generated leads into new customers through effective sales and customer service techniques.
• Recommend appropriate pest control, termite, mosquito, TAP insulation, and other company services based on customer needs.
• Prepare and present service proposals, pricing options, and treatment recommendations.
• Meet or exceed established sales, conversion, and revenue goals.
• Identify opportunities to bundle or cross-sell additional services that provide value to customers.
• Maintain a thorough understanding of company services, pricing, promotions, and competitive advantages.

ACCOUNT ADMINISTRATION

• Prepare proposals, service agreements, contracts, pricing, and related documentation in accordance with company policies, procedures, and applicable regulations.
• Process new accounts, payments, and customer information while ensuring all required documentation is completed accurately and submitted according to company procedures.
• Maintain accurate customer records, account information, and sales activity while ensuring the confidentiality, security, and integrity of customer and company data.
• Document customer interactions, follow-up activities, scheduling requests, service concerns, and account updates to ensure effective communication and continuity of service.
• Coordinate with branch personnel, Customer Service Representatives, and management to communicate customer needs, resolve issues, and support a positive customer experience.

SKILLS, KNOWLEDGE AND ABILITIES:

• Strong negotiating skills
• Exhibit computer, smartphone and iPad/Android Tablet literacy with programs and aps such as email, Excel, Microsoft Word, Adobe e-sign, etc.
• Demonstrate familiarity with practice of professional phone etiquette.
• Prove accurate and time-efficient keyboarding and numeracy skills.
• Pass and maintain Applicator Licensure within state(s) of employment.
• Attend annual recertification for licensure.
• Continually build product knowledge by attending trade shows, conducting product literature reviews, and completing vendor online training.

GROOMING REQUIREMENTS AND LIMITATIONS:

• Adherence to company dress policy and company issued uniform program guidelines as laid out in employee handbook.
• Tidy grooming habits required.

LOCATION : Support Center located near Lafayette, LA 70503

ESSENTIAL PHYSICAL DEMANDS:

• Walk, stand, sit.
• Use fingers and hands dexterously.
• Physically extend: Reach, stoop, kneel, climb.
• Verbally communicate: Clear speech and ample hearing.
• See: Close vision, distance vision, color vision, peripheral vision, depth perception, and focus.
• Lifting Requirements: Light- up to 20 pounds
• Travel Requirements: Potentially required to drive for company events and out of town training.

HAZARDOUS AND ATMOSPHERIC CONDITIONS:

• Moderate to loud noise levels
• Daily work is conducted in an indoor air-conditioned space at a desk in a cubicle within the Call Center office, which is adjacent to other offices and operations facilities.

Background Check and Drug Screening Required.

Disclaimer: This job description may not be all-inclusive and is subject to change at any time. All employees are expected to perform other duties as assigned and directed by management. Position descriptions and duties may be modified whenever deemed appropriate. When applicable J&J will consider modifications to the essential job functions to reasonably accommodate a qualified individual with a disability if such accommodation does not create undue hardship. Employment at J&J Exterminating Co. is at-will. This position description is not intended, nor should it be construed to modify this employment at-will relationship. #J&J