Position Summary:

To deliver exceptional customer service reflective of Sky-Blue Heating & Cooling's values by responding to incoming customer inquiries related to sales estimates. To initiate and complete research on new prospects to determine their potential. To maximize revenue stream for current clients, and meet performance metrics required by the company.

Job Responsibilities:

• Respond to incoming inquiries related to sales products from current and potential customers with courtesy, converting calls into scheduled sales leads.
• Make recommendations based on customer needs through education of service and product offerings.
• Provide a daily report of lead generation and sales to Manager.
• Communicate with Manager regarding marketing or lead production needs.
• Maintain required daily call counts to meet daily, weekly and monthly quotas.
• Maintain complete, accurate and updated information in the customer database.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Communicate effectively with customers, vendors, technicians, sales staff and department personnel via telephone, email and/or written correspondence to answer inquiries or to provide information.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Prior customer service experience of 3-5 years.
• Previous lead generation experience of 1-2 years.
• Ability to explain complex topics clearly and concisely.
• Strong negotiation skills with the ability to communicate clearly in a positive, nurturing manner.
• Basic computer skills including Word, Excel, and any other software used by the company.
• Attention to detail and follow-through.
• Ability to perform multiple tasks in a fast-paced environment
• Exceptional interpersonal and communication skills both written and verbal.
• Function in a team environment.
• Geographical knowledge of service area and/or map reading skills.

Education/Certification Requirements:

• High School diploma or GED.

Working Conditions:

• Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
• Spends a majority of the workday on the telephone interacting with customers.

Physical Requirements:

• Occasionally lift 5-10 pounds.
• Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software and communications equipment.
• Ability to work extended hours, nights or weekends.

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