Inside Sales Representative

Inside Sales Representative

The Inside Sales Representative is a frontline customer-engagement role responsible for converting marketing-generated interest into qualified, scheduled appointments for the assigned Great Day Improvements brand. The role creates the critical connection between lead generation and the field sales experience by responding to prospective customers, understanding their project needs, building confidence in the brand, and guiding them to the appropriate next step. Inside Sales Representatives operate within a performance-driven Inside Sales environment and follow the approved enterprise sales methodology while applying brand-, product-, system-, and process-specific requirements. Success requires balancing speed, productivity, appointment quality, customer experience, and accurate use of CRM, dialer, and scheduling tools. The role does not replace field sales; it is accountable for creating a strong, qualified handoff that gives the in-home sales team the best opportunity to succeed.

Responsibilities

Lead Engagement & Appointment Setting

• Respond promptly to inbound customer interest and conduct outbound follow-up on assigned leads, using approved call flows and Inside Sales methodology to maximize customer contact and appointment opportunities.
• Use effective discovery, questioning, listening, and objection-handling techniques to understand customer needs, explain the next step in the buying process, and schedule qualified in-home or other approved sales appointments.
• Balance appointment volume with appointment quality by confirming that scheduled opportunities meet applicable brand, service-area, product, customer, and scheduling requirements before handoff to the field sales organization.
• Maintain disciplined follow-up on open leads and incomplete customer conversations in accordance with established leadcontact strategies and service expectations.

Customer Experience & Brand Representation

• Represent the assigned brand professionally in every customer interaction, creating confidence through clear, accurate, courteous, and engaging communication.
• Set appropriate customer expectations regarding the consultation or sales appointment, including next steps and any information the customer should be prepared to provide.
• Adapt conversations to the customer while remaining consistent with approved messaging, methodology, promotional guidelines, and compliance requirements.
• Protect customer information and follow applicable privacy, consent, communication, and data-handling requirements.

CRM, Dialer & Data Quality

• Use assigned CRM, dialer, scheduling, and related contact-center systems accurately and efficiently to manage leads, customer interactions, appointments, and follow-up activity.
• Maintain complete and accurate customer records, dispositions, appointment details, notes, and follow-up actions so downstream teams have reliable information and leadership has accurate pipeline visibility.
• Follow established lead-routing, contact-cadence, disposition, and scheduling processes to support speed-to-lead, operational consistency, and effective workforce management.

Performance, Coaching & Continuous Improvement

• Consistently work toward established Inside Sales expectations for productivity, contact activity, appointment generation, appointment quality, call quality, schedule adherence, and other assigned performance measures.
• Participate actively in onboarding, methodology training, certification, coaching, call reviews, calibration, role play, and refresher training, and demonstrate application of feedback in live customer interactions.
• Maintain current knowledge of assigned brand products, services, promotions, qualification requirements, systems, scripts, workflows, and process changes needed to communicate accurately with customers.
• Partner with Coaches, Supervisors, Managers, and training resources to identify performance gaps, strengthen skills, and improve consistency over time.

Skills, Knowledge, and Abilities:

• Strong verbal communication and active-listening skills, with the ability to build rapport and guide customer conversations by phone.
• Ability to use discovery, questioning, and objection-handling techniques to move prospective customers toward an appropriate sales appointment without creating inaccurate expectations.
• Ability to work effectively in a structured, high-volume, performance-measured environment while maintaining quality and customer focus.
• Comfort using CRM, dialer, scheduling, and other computer-based systems while communicating with customers; ability to enter information accurately and navigate multiple applications during live interactions.
• Strong attention to detail and follow-through, particularly in customer records, appointment information, lead dispositions, and required follow-up.
• Coachability and demonstrated ability to adopt a defined sales methodology, apply feedback, and adjust behavior based on quality and performance findings.
• Ability to learn brand-specific products, services, promotions, eligibility requirements, and customer workflows.
• Dependable attendance and schedule adherence in a team environment where customer coverage and lead response depend on consistent staffing.

Qualifications

Education and Experience:

• High school diploma or GED, or an equivalent combination of education and relevant work experience.
• Ability to demonstrate the customer communication, computer, and performance-management capabilities required for a high-volume Inside Sales environment.

Preferred

• Prior experience in Inside Sales, appointment setting, contact-center sales, customer service, retail sales, or another high-volume customer-facing environment.
• Experience in home improvement, direct-to-consumer, in-home services, or another lead-driven sales environment.

Physical Requirements:

• Prolonged periods sitting or remaining at a workstation while using a computer, telephone, and/or headset.
• Frequent keyboarding, mouse use, and navigation across computer-based systems throughout the workday.
• Ability to communicate continuously and effectively with customers and team members by telephone and other approved communication channels, with or without reasonable accommodation.

Success Measures:

Success in this role will be demonstrated through:

• Consistent achievement of established lead-response and contact-activity expectations, including adherence to required follow-up cadence.
• Achievement of assigned appointment-setting and productivity goals while maintaining required appointment-quality standards.
• Strong appointment quality as reflected in agreed-upon downstream measures such as qualified appointment, show/demo, or other brand-defined quality outcomes.
• Consistent call-quality and methodology-adherence results, including successful completion and maintenance of required training or certification standards.
• Accurate and timely CRM, dialer, disposition, scheduling, and customer-record documentation.
• Reliable attendance and schedule adherence that supports required customer coverage and lead-response service levels.
• Demonstrated improvement in identified coaching opportunities and sustained application of training and feedback.
• Professional customer interactions that support the assigned brand's customer-experience standards and compliant business practices.

Initial Priorities (Optional):

• Complete assigned brand, product, system, compliance, and Inside Sales methodology onboarding and required certification.
• Demonstrate proficiency using the assigned CRM, dialer, scheduling tools, approved call flows, and lead-management processes.
• Progress toward established productivity and appointment-setting expectations while demonstrating consistent appointment quality and customer experience.
• Establish effective coaching habits by participating in call reviews, calibration, role play, and feedback sessions and applying learning in live customer interactions.

By submitting your application, you agree that it may be shared with our Great Day affiliated companies for consideration.

ELM Home Building Solutions and its subsidiaries and affiliates, including Englert Inc. & LeafGuard Holdings provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veterans status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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