Home Solutions Advisor

Job Description

Job Description

Position Summary

The Home Solutions Advisor (HSA) is responsible for driving profitable residential HVAC replacement sales while delivering an exceptional customer experience. This position serves as a trusted advisor, helping homeowners understand their comfort needs, evaluate available solutions, and make informed decisions about their home's heating, cooling, and indoor air quality systems.

The HSA is accountable for achieving individual sales goals, maintaining strong closing ratios, maximizing average sale opportunities, and ensuring all sold projects meet Progressive's standards for quality, accuracy, and profitability.

This position requires a balance of consultative selling, technical knowledge, relationship building, and personal accountability. The HSA is expected to represent Progressive's values, follow established sales processes, and work collaboratively with the service and installation departments to deliver on commitments made to customers.

Key Responsibilities

1. Sales Performance & Revenue Generation

• Meet or exceed established monthly, quarterly, and annual sales revenue goals.
• Maintain closing ratios, average tickets, and gross profit margins consistent with company expectations.
• Conduct thorough in-home consultations to identify homeowner comfort concerns, equipment needs, and opportunities for improvement.
• Present multiple system options based on customer needs, equipment performance, efficiency, and budget.
• Educate homeowners on available financing options, warranties, maintenance agreements, and system benefits.
• Follow established pricing guidelines and obtain authorization for any discounts or deviations.
• Consistently follow up on unsold estimates using the company's established follow-up process.
• Develop self-generated sales opportunities through referrals, existing customer relationships, and community engagement.
• Recommend appropriate indoor air quality, ductwork, comfort, and system performance improvements.

2. Customer Experience & Consultative Sales

• Deliver a professional, educational, and pressure-free sales experience.
• Build trust by actively listening to customer concerns and recommending solutions that address their specific needs.
• Clearly communicate the value of Progressive's products, installation standards, warranties, and ongoing service.
• Arrive on time and fully prepared for all scheduled appointments.
• Maintain professional appearance, communication, and conduct consistent with company standards.
• Set accurate expectations regarding installation scope, scheduling, project timelines, and customer responsibilities.
• Address customer questions and concerns promptly and professionally.
• Maintain communication with customers throughout the sales process and assist in resolving issues related to commitments made during the consultation.
• Represent Progressive's commitment to honesty, integrity, and exceptional service.

3. Technical Evaluation & System Design

• Perform thorough evaluations of existing HVAC systems and related components.
• Identify system sizing, airflow, ductwork, electrical, drainage, ventilation, and installation considerations.
• Recommend properly designed systems based on company standards and applicable industry best practices.
• Complete or coordinate required load calculations and system design evaluations.
• Identify installation challenges and communicate them before the sale is finalized.
• Accurately document existing equipment, site conditions, measurements, and installation requirements.
• Capture all required photographs to support proper job preparation and installation.
• Ensure proposed solutions meet company quality standards and applicable codes.
• Maintain current knowledge of equipment offerings, system technologies, financing programs, and industry advancements.

4. Job Accuracy & Installation Coordination

• Complete all required sales documentation accurately and promptly in ServiceTitan.
• Ensure proposals clearly define equipment, accessories, installation scope, and customer expectations.
• Provide complete and accurate job information to the Installation Manager and Installation Coordinator.
• Participate in pre-installation reviews or walkthroughs when required.
• Communicate any special customer requests, site restrictions, or installation considerations.
• Ensure all required information is provided for permitting, equipment ordering, scheduling, and job preparation.
• Work collaboratively with installation leadership to address scope discrepancies or unexpected installation challenges.
• Take ownership of errors, omissions, or commitments made during the sales process.
• Support post-installation customer follow-up and issue resolution when necessary.

5. Financial Accountability & Profitability

• Maintain awareness of job costing, gross profit margins, and the financial impact of sales decisions.
• Follow approved pricing and discount authorization procedures.
• Accurately account for equipment, materials, labor considerations, and additional installation requirements when preparing proposals.
• Avoid unnecessary concessions or commitments that negatively impact profitability.
• Work with sales and installation leadership to identify opportunities to improve job profitability.
• Review individual sales performance and financial results with the Sales Manager.
• Balance revenue generation with responsible pricing and long-term customer value.

6. Process Compliance & Professional Development

• Follow Progressive's established sales process and applicable Nexstar best practices.
• Maintain accurate customer records, estimates, follow-up activities, and sales opportunities in ServiceTitan.
• Participate in required sales meetings, coaching sessions, product training, and company meetings.
• Maintain proficiency in company-approved sales tools, financing platforms, and technology.
• Actively participate in performance reviews and coaching.
• Demonstrate a willingness to receive feedback, improve skills, and adapt to changing business needs.
• Collaborate with service technicians to support technician-generated replacement opportunities.
• Maintain strong working relationships with dispatch, service, plumbing, installation, and office personnel.
• Perform additional duties as assigned by management.

Required Qualifications

• Proven sales experience, preferably in residential HVAC, home services, or another consultative sales environment.
• Strong communication, presentation, negotiation, and relationship-building skills.
• Working knowledge of residential HVAC equipment and system applications, or the ability to develop proficiency through company training.
• Ability to understand technical information and communicate it clearly to homeowners.
• Strong organizational skills and the ability to manage multiple appointments, follow-ups, and deadlines.
• Comfortable using CRM software, tablets, mobile applications, and electronic sales tools.
• Ability to work independently while maintaining accountability to company processes and leadership.
• Strong problem-solving skills and attention to detail.
• Valid driver's license and acceptable driving record.
• Ability to work flexible hours, including evenings and occasional weekends.
• Commitment to treating customers and coworkers with dignity and respect.

Preferred Qualifications

• Three or more years of residential HVAC replacement sales experience.
• Experience with ServiceTitan or comparable field service software.
• Familiarity with Nexstar sales processes and best practices.
• Knowledge of HVAC load calculations, equipment sizing, airflow, and system design.
• Experience presenting financing options and tiered system solutions.
• Demonstrated history of achieving sales targets while maintaining healthy profit margins.

Expectations & Accountability

The Home Solutions Advisor is expected to take ownership of the entire sales process, from the initial customer consultation through the successful handoff to installation.

Success in this position is not measured by revenue alone. The HSA must consistently demonstrate the ability to generate profitable sales, maintain customer trust, follow established processes, and contribute positively to the performance of the entire organization.

The HSA is accountable for what is sold, how it is sold, and the accuracy of information provided to the installation team.

At Progressive, we believe great salespeople do more than sell equipment. They build relationships, solve problems, and create customers for life.