Inside Sales & Customer Relations Representative

Description

COMPANY CATEGORY OF EMPLOYEE GROUP TEAM INFORMATION AND

SUPERVISORY RELATIONSHIPS: This job is affiliated with the J&J Exterminating Sales & 

Customer Relations Representative Teams. This position is supervised by the Corporate Sales

Coordinator.

GENERALIZED DESCRIPTION: ISR personnel are responsible for playing a key role in increasing revenue & client retention by handling inbound website generated leads (jjext.com), urgent leads, and all service cancellation requests. In addition to these key responsibilities, they also: 

• Perform outbound calls utilizing our existing client base to reinstate services previously cancelled.
• Generate pre-qualified lead referrals for our Territory Sales Representatives by utilizing our existing client base to generate interest in additional services.
• Provide emergency support for the inbound call team during peak or high volume moments, to ensure the best experience for potential and existing clients. 

WORK SCHEDULE AND HOURS: Traditional minimum 40-hour workweek: 8 hours daily Monday through Friday (some extended hours as needed on occasion)

EMERGENCY STAFF DESIGNATION: This position includes on-call requirements with weekend work and shift work as a regular component of the job

COMMUNICATION

• Positively interact with team members, managing supervisor, and other personnel as required

to assure leads and new starts are addressed, and followed through according to company

protocol.

• Professionally communicate with current and potential customers addressing concerns,

questions, or issues about inspections, termite and pest control services, special and additional

treatment requests.

• Discuss payment options, answer questions regarding account balances, and collecting

payments prior to the start of new business.

• Send various types of correspondence to customers, and ask for referrals. 

DEVELOP/CREATE LEADS AND PROPOSALS

• Use a variety of lead sources to develop, promote and maintain relationships with potential

customers throughout the entire J&J service area.

• Follow-up with existing or potential customers either as scheduled in office or as individually

developed.

• Understand the variety of proposals and contractual documents and use them appropriately to

complete account negotiations as required.

• Calculate figures and amounts: Add, subtract, multiply, and divide with whole numbers,

fractions, decimals, and percentages; calculate averages, ratios, proportions and rates; convert

decimals to fractions; convert fractions to percentages.

• Prepare appropriate specifications, treatment instructions, and estimate job costs to present

our treatment/service plan recommendations to our customers.

• Type in a neat and articulate fashion to complete documents according state specifications and

regulations and in accordance with office and work flow procedures

DOCUMENT DAILY ACTIVITY

• Complete lead and new account documentation using proper forms according to state

specifications and regulations and in accordance with office and work flow procedures.

• Accept and process contracts and payments with the branch office as required by workflow

protocol.

• Submit paper work as required for job payment and processing.

• Submit reports to the supervising manager as required.

• Notate any call-back or details to the reporting manager and/or CSR staff for further

scheduling and processing.

MAINTENANCE OF DIGITAL CUSTOMER RECORDS AND DATABASE

• Update database to process orders, schedule service calls or changes, address complaints,

and manage correspondence between customer and the service team.

• Ensure accuracy, confidentiality and security of digital files and filing systems.

• Maintain records of office daily business transactions and company records by completing and

compiling financial and accounting transactions according to company policy and procedures.

CONTINUING EDUCATION

• Pass and Maintain Applicator Licensure with the State of Louisiana.

• Attend annual recertification for licensure.

MAINTAIN ISSUED EQUIPMENT

• Company issued uniform - shirts

• Computer

Additional Incentive Pay:

Additional Incentive based contests, and spiffs, that are results driven.

CLASSIFICATION: Non-Exempt

Requirements

 SKILLS, KNOWLEDGE AND ABILITIES:

• Strong negotiating skills
• Exhibit computer, smartphone and iPad/Android Tablet literacy with programs and aps such as email, Excel, Microsoft Word, Adobe e-sign, etc.
• Demonstrate familiarity with practice of professional phone etiquette.
• Prove accurate and time-efficient keyboarding and numeracy skills.
• Pass and maintain Applicator Licensure within state(s) of employment.
• Attend annual recertification for licensure.
• Continually build product knowledge by attending trade shows, conducting product literature reviews, and completing vendor online training.

GROOMING REQUIREMENTS AND LIMITATIONS:

• Adherence to company dress policy and company issued uniform program guidelines as laid out in employee handbook.
• Tidy grooming habits required.

LOCATION: Ideally, employees would reside within a reasonable commute to the Call Center located near Lafayette, LA 70503

ESSENTIAL PHYSICAL DEMANDS:

• Walk, stand, sit.

• Use fingers and hands dexterously.

• Physically extend: Reach, stoop, kneel, climb.

• Verbally communicate: Clear speech and ample hearing.

• See: Close vision, distance vision, color vision, peripheral vision, depth perception, and focus.
LIFTING REQUIREMENTS: Light- up to 20 pounds
TRAVEL REQUIREMENTS: Potentially required to drive for company events and out of town training.
HAZARDOUS AND ATMOSPHERIC CONDITIONS:

• Moderate to loud noise levels

• Daily work is conducted in an indoor air-conditioned space at a desk in a cubicle within the Call Center office, which is adjacent to other offices and operations facilities.

LIST OF EQUIPMENT AND TOOLS USED FOR THE JOB

• Marketing materials, internal agreements, and state issued contracts and forms

• Desktop computer and monitors

• Printers

• Copy and Scan machine

• Land line phone system

• Postal machine

• Paper filing systems

Background Check and Drug Screening Required. 

This job description may not be all-inclusive and is subject to change at any time. All employees are expected to perform other duties as assigned and directed by management. Position descriptions and duties may be modified whenever deemed appropriate. When applicable J&J will consider modifications to the essential job functions to reasonably accommodate a qualified individual with a disability if such accommodation does not create undue hardship. Employment at J&J Exterminating Co. is at-will. This position description is not intended, nor should it be construed to modify this employment at-will relationship. 

Salary : $48,000 - $78,000