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The Inside Sales Representative – Team Lead plays a dual role within the Water Heater Division, combining hands-on sales responsibilities with team leadership. This individual is directly responsible for generating and closing their own sales from inbound and outbound customer leads, while also overseeing the performance, development, and daily activities of the Inside Sales team.
The role requires a strong sales background, excellent leadership skills, and a collaborative mindset to ensure team and individual success. The Team Lead works closely with field technicians and internal departments to ensure a seamless customer experience from sale to installation. Weekend coverage is rotated with compensatory time off during the week.
KEY RESPONSIBILITIES
PERSONAL SALES EXECUTION:
ACTIVELY MANAGE INBOUND AND OUTBOUND CALLS FROM WARM LEADS TO DRIVE PERSONAL SALES OF RESIDENTIAL WATER HEATER PRODUCTS AND SERVICES.
PROVIDE EXPERT PRODUCT KNOWLEDGE AND RECOMMENDATIONS TO CUSTOMERS, GUIDING THEM THROUGH THE DECISION-MAKING PROCESS.
ACCURATELY CREATE QUOTES, PROCESS SALES, AND SCHEDULE INSTALLATIONS IN A TIMELY AND CUSTOMER-FRIENDLY MANNER.
BUILD RAPPORT AND TRUST WITH CUSTOMERS TO INCREASE CONVERSION RATES AND CUSTOMER SATISFACTION.
TEAM LEADERSHIP:
LEAD, COACH, AND SUPPORT THE INSIDE SALES TEAM DEDICATED TO THE WATER HEATER DIVISION, SETTING CLEAR PERFORMANCE EXPECTATIONS AND GOALS.
MONITOR AND ANALYZE TEAM KPIS, INCLUDING CALL PERFORMANCE, CONVERSION RATES, AND REVENUE TARGETS.
PROVIDE REGULAR FEEDBACK, TRAINING, AND MENTORSHIP TO TEAM MEMBERS TO ENSURE CONSISTENT IMPROVEMENT AND HIGH PERFORMANCE.
ASSIST TEAM MEMBERS WITH COMPLEX CALLS OR ESCALATIONS AND ENSURE PROMPT RESOLUTION OF CUSTOMER CONCERNS.
COLLABORATE WITH TECHNICIANS, DISPATCH, AND OTHER DEPARTMENTS TO ENSURE ACCURATE AND TIMELY INSTALLATIONS.
MANAGE SCHEDULING AND COVERAGE, INCLUDING PARTICIPATION IN WEEKEND ROTATION AND OVERSEEING TEAM FLEX/COMP TIME.
OPERATIONAL COLLABORATION:
CONTRIBUTE TO CONTINUOUS IMPROVEMENT EFFORTS BY IDENTIFYING PROCESS INEFFICIENCIES AND RECOMMENDING SOLUTIONS.
SUPPORT ONBOARDING AND TRAINING OF NEW TEAM MEMBERS.
MAINTAIN ACCURATE RECORDS TO ENSURE VISIBILITY AND ACCOUNTABILITY FOR SALES ACTIVITY.
QUALIFICATIONS & REQUIREMENTS:
2+ YEARS OF INSIDE SALES OR CUSTOMER-FACING EXPERIENCE, PREFERABLY IN RESIDENTIAL SERVICES OR HOME IMPROVEMENT
1+ YEAR OF LEADERSHIP, SUPERVISORY, OR TEAM LEAD EXPERIENCE
PROVEN ABILITY TO CONSISTENTLY MEET OR EXCEED PERSONAL SALES GOALS
STRONG COACHING AND MENTORING SKILLS WITH A TRACK RECORD OF TEAM SUCCESS
ABILITY TO MANAGE MULTIPLE PRIORITIES IN A FAST-PACED, HIGH-VOLUME ENVIRONMENT
EXCELLENT COMMUNICATION, NEGOTIATION, AND CONFLICT-RESOLUTION SKILLS
COLLABORATIVE MINDSET AND ABILITY TO WORK CLOSELY WITH FIELD TECHNICIANS AND OPERATIONS
PROFICIENCY IN MICROSOFT OFFICE 365 (OUTLOOK, EXCEL, WORD, ONEDRIVE); EXPERIENCE WITH CRM PLATFORMS IS A PLUS
POSITIVE, SELF-MOTIVATED, AND RESULTS-DRIVEN ATTITUDE
Reliable Services is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
