Inside Sales - HVAC

Location

This position will be based in Charlotte, NC.

Summary of Role 

The Inside Sales - HVAC is responsible for the day-to-day DTC (direct-to -consumer) lead management through completion of an Energy Product sale.  Lead management may require multiple touchpoints in a sales cycle. You will be responsible for adhering to processes that guarantee timely and satisfactory response to inbound ecommerce customer inquiries, and leading strategy for the development of ambassador sale support, ecommerce sales support, corporate partner customer and account service support, and up funnel management of customer transaction for all ecommerce channels.

Strategic & Tactical

• Field inbound sales and customer inquiries, following predetermined processes to ensure rapid response.
• Manage support tickets and inbound requests for support ranging from product questions to project inquiries.
• Review pipeline owning all projects through to design complete.
• Provide resources and guidance to members for best practices and market level policy guidelines
• Keep up with new product sales launches and help support questions 
• Ensure all working queues are meeting the defined SLOs (Service Level Objectives).
• Respond to 95% of  Intercom/chat messages in less than 30 seconds
• Field 95% of all inbound calls in less than 30 seconds of ringing to your desk
• Assist in the continuous evaluation and improvement of internal processes and help build systems that meet current and future company service expansions and customer satisfaction goals.
• Coordinate and collaborate with Project Coordinators, sales teams, and operational groups.
• Ensure customer service levels are met or exceed Palmetto standards.
• Maintain a high level of integrity and in compliance of Palmetto standards of excellence.
• Proactively work with the customer base to improve Palmetto’s Net Promoter Score.
• Engage with customers to upsell products and services and promote the Palmetto Referral Program.
• Work with business partners in the business analytics and technology teams to ensure ecommerce customer journeys are fully mapped and tracked at each waypoint.
• Identify friction points in the ecommerce and ambassador workflow, and provide targeted support while working with internal teams to resolve and refine these inhibitors.
• Work with technology team and customer account management teams to implement customer self service workflows, reducing cost/touch to customer while maintaining market leading customer experience.
• Collaborate with sales, technology, and marketplace team on new product launches

Qualifications

• BS/BA Preferred
• Enjoys working in a fast-paced rapidly changing environment
• Sales and Customer service mindset
• Problem solver
• Attention to detail
• Strong computer skills (G Suite)
• Ability to work independently as well as in a team
• Excellent communicator, both written and verbal
• Knowledge of the construction or Energy industry preferred
• HVAC sales experience/Product knowledge preferred
• Spanish speaker is a plus