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SALES & ESTIMATOR

Job Description

POSITION SUMMARY

The Sales & Estimator is responsible for evaluating customer needs, developing accurate and complete scopes of work, preparing professional estimates, and helping customers make informed decisions about plumbing and well solutions. This role combines technical understanding, consultative sales, customer education, and disciplined follow-through. The Sales & Estimator represents Full Stack Plumbing & Well in situations where the customer needs a more detailed evaluation, larger project estimate, replacement option, or planned solution. The goal is not simply to sell work, but to understand the customer's concern, identify appropriate options, explain those options clearly, and create an estimate that can be executed successfully by the field or construction team. Success in this role means customers receive clear and trustworthy recommendations, estimates are accurate and complete, sold work is properly documented and handed off, and Full Stack earns business by providing value, professionalism, and confidence rather than pressure.

KEY RESPONSIBILITIES

Customer Consultation & Needs Assessment

• Visit customers to evaluate plumbing, well, replacement, installation, renovation, or project needs within the scope of the role.
• Listen carefully to the customer's concerns, priorities, budget considerations, timing, and desired outcome.
• Ask thorough questions and gather the information necessary to understand the full scope of the opportunity.
• Inspect relevant systems, equipment, site conditions, access, measurements, and other factors that may affect the work.
• Identify when additional technical input, field verification, permitting information, or leadership involvement is needed before finalizing an estimate.
• Help customers understand the difference between immediate repair needs, recommended improvements, replacement options, and longer-term considerations.
• Treat every customer interaction as a consultation rather than a high-pressure sales event. Estimating & Scope Development
• Develop clear, accurate, and complete scopes of work that technicians and project teams can understand and execute.
• Prepare estimates using Full Stack pricing, approved products, labor assumptions, materials, equipment, subcontractor needs, permits, and other known project requirements.
• Include appropriate exclusions, assumptions, customer responsibilities, and conditions when necessary to avoid misunderstandings.
• Confirm measurements, quantities, model information, site conditions, and other critical details before presenting larger or more complex estimates.
• Work with Inventory, Construction, Field Operations, vendors, and leadership when pricing or technical confirmation is needed.
• Identify potential scope risks before work is sold, including access challenges, code concerns, existing conditions, unknowns, or work by others.
• Avoid intentionally under-scoping work to make an estimate appear more attractive.
• Update estimates promptly when the scope changes or additional information becomes available. Sales & Customer Education
• Present estimates and options in a clear, confident, and understandable manner.
• Explain the recommended solution, what is included, why it is recommended, and what the customer should expect.
• Provide appropriate options when more than one legitimate solution exists.
• Answer customer questions honestly and avoid overstating urgency, risk, savings, or product capabilities.
• Help customers understand value, quality, warranty, financing or payment options, and other approved Full Stack benefits when applicable.
• Ask for the customer's business professionally and confidently without creating unnecessary pressure.
• Follow up on open estimates according to company expectations and document meaningful customer communication.
• Respect a customer's decision while maintaining a professional opportunity for future follow-up when appropriate. Sales Integrity & Pricing Discipline
• Use approved Full Stack pricing and follow company rules regarding discounts, adjustments, financing, deposits, and approvals.
• Do not promise work, pricing, timing, products, warranties, or outcomes that have not been confirmed or authorized.
• Ensure recommendations are based on the customer's actual needs and the condition of the system rather than simply the highest-priced option.
• Escalate unusual pricing, scope, contractual, or customer situations to leadership before committing the company.
• Protect Full Stack's margins by developing accurate scopes and reducing preventable omissions, change orders, and rework.
• Conduct sales activities in a way that strengthens trust in Full Stack and supports long-term customer relationships. ServiceTitan & Documentation
• Use ServiceTitan and other required company systems consistently and accurately.
• Document customer concerns, site conditions, measurements, equipment information, photographs, options, estimates, and follow-up activity.
• Ensure estimates are written clearly enough that another employee can understand what was sold without relying on verbal explanation.
• Attach or document supporting information such as photos, product selections, vendor quotes, permits, plans, measurements, and customer decisions when applicable.
• Keep opportunity status, sold work, lost work, follow-up dates, and customer communication current in the system.
• Provide accurate information needed for job costing, ordering, scheduling, deposits, project setup, and field execution.
• Maintain clean records so Sales, Dispatch, Field Operations, Construction, Inventory, Accounting, and leadership can rely on the information. Sold - Job Handoff & Coordination
• Complete a thorough handoff for sold work so the technician or project team understands the customer expectation and full scope.
• Communicate unusual site conditions, customer priorities, access issues, product selections, scheduling considerations, and known risks before the job begins.
• Coordinate with Dispatch, Field Operations, Construction, Inventory, and other departments to ensure sold work is operationally ready.
• Confirm special-order materials, equipment availability, permits, subcontractors, deposits, or other prerequisites when assigned.
• Remain available to clarify the original scope when questions arise during execution.
• Partner constructively with technicians when field conditions require a legitimate change in scope.
• Do not create tension over commission ownership when a technician identifies additional necessary work; follow Full Stack's established compensation and handoff processes. Pipeline & Follow-Up Management
• Maintain an organized pipeline of open estimates, pending decisions, sold work, and required follow-up.
• Prioritize follow-up based on customer timing, estimate size, urgency, and company expectations.
• Contact customers when promised and avoid allowing viable opportunities to go stale because of poor follow-through.
• Review lost estimates and customer feedback to identify patterns in pricing, scope, communication, competition, or process.
• Communicate major opportunities, risks, delays, and recurring customer concerns to leadership.
• Use sales performance information as a coaching and improvement tool rather than focusing only on close rate. Teamwork & Cross-Functional Communication
• Work closely with Plumbing Technicians, Field Operations, Construction, Dispatch, Customer Service, Inventory, Membership, Accounting, and company leadership.
• Respect the expertise of field employees and seek input when technical verification is appropriate.
• Communicate sold work accurately and avoid creating expectations that other departments cannot reasonably fulfill.
• Participate in sales meetings, operations meetings, training, and other required company activities.
• Share recurring customer questions, competitive information, product feedback, and process concerns that may help the company improve.
• Contribute to a one-team culture in which Sales and Operations work together rather than blaming one another when issues arise. Professional Development
• Maintain and expand knowledge of Full Stack services, plumbing systems, well systems, products, equipment, warranties, financing, and installation requirements relevant to the role.
• Participate in technical, product, sales, customer-service, and systems training assigned by the company.
• Keep current on changes that affect estimating, including company pricing, product availability, code requirements, manufacturer guidance, and internal processes.
• Review personal sales and estimate performance and identify specific opportunities for improvement.
• Accept coaching professionally and apply feedback to future customer interactions and estimates.

CORE VALUES

The Sales & Estimator is expected to represent Full Stack Plumbing & Well's core values in every customer conversation, estimate, recommendation, and handoff.

Teamwork:

Works as part of one company rather than as an isolated sales function. Builds scopes the field can execute, communicates clearly, respects other departments, and helps resolve problems rather than shifting blame.

Community Focused & Philanthropy:

Understands that Full Stack is locally owned and that trust and reputation matter. Treats customers fairly and represents the company in a way that strengthens our standing in the communities we serve.

Customer Experience Obsessed:

Listens first, explains options clearly, follows through, and helps customers feel informed rather than pressured. Keeps the customer's actual need at the center of the recommendation.

Superior Quality:

Develops complete scopes, recommends quality solutions, pays attention to details, and refuses to sacrifice accuracy or workmanship simply to win a sale.

Accountability & Process Oriented:

Owns estimates, documentation, follow-up, handoffs, and commitments. Uses approved processes and pricing, corrects mistakes promptly, and follows through until responsibilities are complete.

ROLE EXPECTATIONS

The Sales & Estimator should be someone customers trust and operations can rely on.

This requires someone who can:

• Build rapport without becoming overly informal or sales-driven.
• Ask good questions and listen before recommending a solution.
• Explain technical information in language customers can understand.
• Be confident asking for the sale while respecting the customer's decision.
• Develop accurate scopes rather than leaving details for the technician to figure out later.
• Balance customer value, company profitability, and operational reality.
• Own mistakes and correct them quickly.
• Handle objections and difficult conversations calmly and professionally.
• Follow through consistently on open opportunities and commitments.
• Accept feedback from field employees when sold work does not match actual conditions.
• Maintain integrity even when a larger sale or commission is available.
• Represent Full Stack professionally in the home, in the field, and in the community.

QUALIFICATIONS

• Previous experience in plumbing, home services, construction estimating, in-home sales, or a related technical service environment strongly preferred.
• Working knowledge of residential plumbing systems and common repair, replacement, and installation solutions preferred.
• Ability to develop detailed scopes of work and recognize information needed for accurate estimating.
• Strong consultative sales, customer-service, and relationship-building skills.
• Ability to explain technical information clearly to customers with different levels of knowledge.
• Comfortable discussing pricing, options, financing, objections, and customer decisions professionally.
• Strong attention to detail and ability to manage multiple open estimates and follow-up commitments.
• Comfortable using performance data, sales reports, and estimate information to improve results.
• Working knowledge of ServiceTitan preferred.
• Ability to use mobile technology, email, digital photos, estimating tools, and other company systems.
• Valid driver's license and driving record that meets company requirements.
• Ability to travel throughout Full Stack's service area and perform site evaluations in customer homes, businesses, construction sites, crawlspaces, mechanical areas, and varying indoor and outdoor conditions as required.

SUCCESS IN THIS ROLE

Success will be measured by more than total sales. A successful Sales & Estimator will help Full Stack achieve:

• Accurate and complete scopes of work
• Strong customer trust and satisfaction
• Healthy estimate close rates without high-pressure selling
• Appropriate gross margin and pricing discipline
• Fewer preventable scope gaps, misunderstandings, and change orders
• Clean and complete ServiceTitan documentation
• Timely follow-up on open estimates and customer commitments
• Smooth handoffs from Sales to Field Operations and Construction
• Strong communication between Sales and Operations
• Recommendations that match the customer's actual needs
• Consistent demonstration of Full Stack's core values

Pay:

$50,000.00 - $100,000.00 per year

Benefits:

Paid time off Application Question(s): Do you have ServiceTitan experience, or similar service platform experience?

Experience:

Sales and Estimation:

2 years (Required) Ability to

Commute:

Pittsboro, NC 27312 (Required)

Work Location:

In person