Inside Sales Representative - Outbound

A Family of Brands•Bedford Heights, OH

2d•Onsite

About The Position

The Inside Sales Representative is a frontline customer-engagement role responsible for converting marketing-generated interest into qualified, scheduled appointments for the assigned Great Day Improvements brand. The role connects lead generation with the field sales experience by responding to prospective customers, understanding their project needs, building confidence in the brand, and guiding them to the appropriate next step. Representatives work in a performance-driven Inside Sales environment, follow the approved enterprise sales methodology, and apply brand-, product-, system-, and process-specific requirements. Success involves balancing speed, productivity, appointment quality, customer experience, and accurate use of CRM, dialer, and scheduling tools. The position creates a strong, qualified handoff to the in-home sales team and does not replace field sales. This is an on-site position in Bedford Heights, Ohio, with a pay rate of $17.00 per hour plus commission.

Requirements

High school diploma or GED, or an equivalent combination of education and relevant work experience.
Ability to demonstrate the customer communication, computer, and performance-management capabilities required for a high-volume Inside Sales environment.
Strong verbal communication and active-listening skills, with the ability to build rapport and guide customer conversations by phone.
Ability to use discovery, questioning, and objection-handling techniques to guide prospective customers toward an appropriate appointment without creating inaccurate expectations.
Ability to work effectively in a structured, high-volume, performance-measured environment while maintaining quality and customer focus.
Comfort using CRM, dialer, scheduling, and other computer-based systems while communicating with customers, including accurately entering information and navigating multiple applications during live interactions.
Strong attention to detail and follow-through with customer records, appointment information, lead dispositions, and required follow-up.
Coachability and ability to adopt a defined sales methodology, apply feedback, and adjust behavior based on quality and performance findings.
Ability to learn brand-specific products, services, promotions, eligibility requirements, and customer workflows.
Dependable attendance and schedule adherence in a team environment where customer coverage and lead response depend on consistent staffing.
Ability to sit or remain at a workstation for prolonged periods while using a computer, telephone, and/or headset.
Frequent keyboarding, mouse use, and navigation across computer-based systems throughout the workday.
Ability to communicate continuously and effectively with customers and team members by telephone and other approved communication channels, with or without reasonable accommodation.

Nice To Haves

Prior experience in Inside Sales, appointment setting, contact-center sales, customer service, retail sales, or another high-volume customer-facing environment.
Experience in home improvement, direct-to-consumer, in-home services, or another lead-driven sales environment.

Responsibilities

Respond promptly to inbound customer interest and conduct outbound follow-up on assigned leads using approved call flows and Inside Sales methodology.
Use discovery, questioning, listening, and objection-handling techniques to understand customer needs and schedule qualified sales appointments.
Balance appointment volume with quality by confirming that opportunities meet applicable brand, service-area, product, customer, and scheduling requirements before handoff.
Follow up on open leads and incomplete customer conversations according to established lead-contact strategies and service expectations.
Represent the assigned brand professionally and communicate clearly, accurately, courteously, and engagingly.
Set appropriate expectations about consultations or sales appointments, including next steps and information customers should prepare.
Adapt conversations to customers while following approved messaging, methodology, promotional guidelines, and compliance requirements.
Protect customer information and follow privacy, consent, communication, and data-handling requirements.
Use CRM, dialer, scheduling, and related contact-center systems to manage leads, interactions, appointments, and follow-up activity.
Maintain complete and accurate customer records, dispositions, appointment details, notes, and follow-up actions.
Follow lead-routing, contact-cadence, disposition, and scheduling processes.
Work toward performance expectations for productivity, contact activity, appointment generation and quality, call quality, schedule adherence, and other assigned measures.
Participate in onboarding, methodology training, certification, coaching, call reviews, calibration, role play, and refresher training; apply feedback in customer interactions.
Maintain current knowledge of assigned brand products, services, promotions, qualification requirements, systems, scripts, workflows, and process changes.
Partner with Coaches, Supervisors, Managers, and training resources to identify performance gaps, strengthen skills, and improve consistency.
Complete assigned brand, product, system, compliance, and Inside Sales methodology onboarding and required certification.
Demonstrate proficiency with assigned systems, approved call flows, and lead-management processes while progressing toward productivity and appointment-setting expectations.
Participate in coaching and feedback sessions and apply learning in live customer interactions.