Virtual Territory Manager

The Position

The Virtual Territory Representative is responsible for executing sales and customer support functions with expertise, managing inbound and outbound communications (including cold calls) across multiple channels such as chat, email, and phone. This role involves supporting clients, capturing data, and managing the sales cycle while consistently meeting set goals. The ISP II must demonstrate full proficiency, leveraging prior experience to perform complex tasks under general supervision, progressively gaining independence in the role.

Duties and Responsibilities

Primary Duties:

• Strategically execute targeted outbound campaigns to existing customers, prospective customers, and past customers, based on call objectives set forth, including call strategy and production goals.
• Use a softphone, and keyboard to communicate effectively through written and verbal means, responding to customers' questions or inquiries via multiple channels, including chat, email, voice, text messaging, and other emerging communication tools, in a high-production sales environment.
• Tailor solution(s) to customer needs by identifying pain points and offering relevant features and benefits.
• Consistently meets sales quota by efficiently executing sales and service activities including timely lead qualification, closing sales within a short cycle, and effectively addressing objections and challenges.
• Utilize the client electronic record platform (ERP) system(s) to manage and streamline customer interactions, including locating files, data, and information, with minimal support from the client or team, ensuring data integrity by accurately capturing complete and precise information with each activity, including partial data when profiles cannot be completed, such as name(s), addresses, purchases, responses from prospects.
• Perform multiple tasks simultaneously while managing interruptions effectively.
• Meet or exceed productivity and performance targets while maintaining a minimum quality score of 75%.

Team Collaboration & Development:

• Regularly participate in daily or weekly huddles, to review progress, address issues, and coordinate tasks.
• Engage in bi-monthly Contact Center Conferences to evaluate goals, assess performance, and align on initiatives.
• Attend meetings for company-wide updates, announcements, and strategic discussions.
• Attend client meetings to understand needs, share updates, and address concerns.
• Participate in monthly account reviews to ensure satisfaction, identify improvements, and achievement of goals.
• Provide comprehensive "voice of the customer" insights to the account leadership team.
• Participate in tradeshows, client meetings, training sessions, and events as needed.

Professional Growth and Contribution:

• Actively participate in coaching and feedback sessions for continuous improvement.
• Pursue professional development opportunities and stay updated on industry trends
• Continuous growth and development across both personal and professional areas.
• Engage in client-specific training to align with their expectations and requirements.
• Continuously expand knowledge of relevant industry and market trends, insights, advancements, and regulations.
• Actively participate in team call calibration sessions, offering consistent feedback, insights, and best practices.
• Collaborate with leadership to onboard newly hired team members, facilitating day-in-the-life shadowing experiences to support their integration and development
• Provide guidance and direction to the teammates during team chats, meetings, and huddles, ensuring questions are addressed promptly.

The above job duties and responsibilities are not intended to be an all-inclusive list of duties and standards of the position.

Qualifications

Minimum Requirements:

• High school diploma required. An associate or bachelor's degree in marketing, a technical field, or Business, is preferred, or an equivalent combination of education and experience will be considered.
• Three+ years of experience working in a B2B/B2B2C environment.
• Experience in the building products industry (including but not limited to HVAC, plumbing, electrical) is preferred.
• Proficient in utilizing software solutions such as Aircall, HubSpot, SalesForce, and other similar CRMs to optimize sales, customer engagement, and workflow automation.
• Proficiency in Microsoft Office Suite, and web navigation with multiple tabs
• Demonstrated ability to explain policies, handle complaints, upsell, and provide excellent customer service.
• Interacts politely and effectively with customers, fellow employees, and business partners.
• Must maintain a flexible work schedule to accommodate client and account requirements.

Skills and Competencies:

Demonstrates strong communication skills to deliver a world-class customer experience, including professional phone interactions and active listening, with or without reasonable accommodation, supported by direct experience in:

• Explaining policies, procedures, or rules
• Managing complaints and upset customers
• Supporting and upselling existing purchasers
• Adhering to professional telephone and written etiquette.
• Fluency in English is required; bilingual proficiency in Spanish/English is a plus

Travel

Dependent on business needs and client's requirements, occasional travel may be required, which may include overnight trips.

Physical Requirements (with or without reasonable accommodations)

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

• Remote Work: This role may require prolonged periods sitting at a desk or standing, typically 6-8 hours per day, depending on personal workspace arrangements.
• Repetitive Motions: Frequent use of hands to type, handle, or feel, and regular speaking and hearing for communication.
• Vision Requirements: Close and distance vision for extended periods of time, including computer use, telephone, and video conferencing.