Customer Engagement Representative
About The Position
As the “Front Door” to Reotemp, you are the first point of contact for inbound customers and a critical link between marketing and sales. Your primary responsibility is to quickly capture, clarify, and route inbound opportunities by understanding the customer’s application, operating conditions, urgency, and scope of need. Beyond handling immediate requests, you will practice curious situational expansion to identify broader opportunities for additional products, larger orders, or repeat business. Note: This is a critical setup and handoff function designed to tee up our regional salespeople, not a traditional full-cycle closing or receptionist role. By making it fast, clear, and easy to do business with us, you directly shape the customer experience while serving as a real-time feedback loop to the Marketing department.
Requirements
- Curious Mindset: A natural inclination to dig into the "why" and "how" to sketch out opportunities without feeling the need to aggressively close the deal yourself.
- Communication: Exceptional active listening skills and the ability to ask clear, structured questions.
- Organization & Discipline: Strict adherence to CRM record-keeping and immediate, precise opportunity reporting.
- Technical Aptitude: Capable of quickly understanding and organizing technical information.
- Urgency & Adaptability: Highly responsive with strong judgment in prioritizing a high volume of inbound interactions.
- Travel: Willingness and ability to travel up to 10% for industry events.
Nice To Haves
- Background in high-volume sales environments, inbound lead qualification, mid-level sales, or customer-facing discovery roles.
- Familiarity with CRM systems and structured opportunity reporting workflows.
Responsibilities
- Own the main phone line, sales inbox, and website inquiries, treating every interaction as a discovery opportunity rather than just a routing task.
- Proactively contact new leads to capture key information including application, operating conditions, urgency, and customer context.
- Prioritize opportunities based on potential value and ensure every interaction moves the customer toward a solution efficiently.
- Employ "curious situational expansion" to look beyond the initial request and uncover broader facility needs, cross-sell situations, or repeat business.
- Instantly convert customer interactions into highly accurate, structured Opportunity Reports for the regional sales team so customers never have to repeat their information.
- Route inquiries and escalate high-potential opportunities correctly the first time.
- Meet with the Marketing Department to align on strategy and share frontline feedback regarding messaging gaps, configurator friction, competitor mentions, and content ideas.
- Travel up to 10% of the time (approximately 5 trade shows per year) to represent Reotemp, engage prospects, and capture new opportunities directly from the field.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
