Inside Sales Specialist

OneVision Resources•Boston, MA

2d•Remote

About The Position

Have you ever tried to use a piece of technology in your home and found that it wouldn’t work? Maybe your WiFi’s down, or maybe it’s Friday night and you can’t stream your favorite show because your TV isn’t working. Frustrating, right? What’s even more frustrating is that there’s often nowhere to turn for help; unless for some reason you enjoy spending your Friday nights on hold with your cable company (no judgment here). Our vision is to transform the home technology ownership experience for homeowners. We do this by partnering with a nationwide network of home technology installers, helping them supercharge their service & support operations. We call these installers our Partners. Our mission is to unlock our Partners’ full-service potential by delivering world-class service and support to their clients (the people sitting at home with the broken technology), boosting their revenue and profits by providing better support to their clients, and streamlining their overall service delivery. In other words, we spend all of our time figuring out how to provide the best support possible over the phone, through email, and via text to homeowners all across the country (and in Canada) who need help whenever their home technology stops working. And we want our support service to be so good that these homeowners are willing to pay every month to have access to our support. Our Membership Sales Support Administrator (her name is Kearsten) will line up your sales activities, so you can hit the ground running each day. This means you don’t have to spend your time prioritizing and organizing your leads, and can instead focus on selling! You will spend part of your time proactively working with our Partners (our partners are the smart-home integration companies located all across the U.S. who install very sophisticated and expensive technology into people’s homes) to gain a better understanding of their clients’ tech support preferences, including their clients’ expectations and habits surrounding the use of their home technology. Such an understanding will be crucial to the success of this role when interacting with those clients to discuss their support needs. You will devote a significant portion of your time each day to emailing and calling those clients (the customers of our Partners), and leading short, 15-30 minute consultation appointments with them, discussing their needs when it comes to their customer-support experience with their home technology, and explaining the value of our recurring monthly support memberships, even when they won’t need or use that support every month. During these calls, you will lead our clients through consultative conversations by asking the client open-ended questions that help you understand and then define for them their ideal support experience. You will share with our clients the benefits of establishing or increasing their level of support membership with us when appropriate. These calls typically require you to help the client feel safe with the investment and understand the value. You will live in our CRM, Pipedrive, for tasks and prioritization. You’ll also live in our custom-designed ticketing system. In these two platforms, you’ll be directly responsible for managing the path of each client through their sales journey, constantly keeping both databases current and accurate. You’ll also manage other platforms such as Calendly for setting and managing appointments and sales calls with clients. You’ll also communicate constantly and in real-time with other internal peers through platforms such as Slack. Our company literally lives in Slack, and our Partners also live in Slack. You will therefore need to be highly aware, able to multi-task, and able to manage many slack conversations at once. You will constantly be in open dialogue with our Partners to make sure you are aligned as membership conversations occur for each of their clients, and/or complete requested outreaches that come from Partners regarding their clients. Success in this position is demonstrated through the ability to match each client to the correct level of support for their unique needs, as well as through collaborating with your team members, other departments, and our Partners on the status of certain leads and any roadblocks you hit with clients. This collaboration will assist you in providing each of our Partners’ clients a top-notch experience with our company over the phone.

Requirements

A high level of comfort conducting fast-paced B2C & B2B consultative, sales-focused conversations (with more focus on B2C)
Experience leading sales conversations via phone and email versus in-person or face-to-face meetings
A natural ability to, and affinity for, breaking complex topics down into laymen’s terms and explaining them to prospective clients in a way that resonates with their needs and interests
High level of intuition that allows you to understand not only what the clients are saying, but also what they’re not saying
An ability to lead sales conversations without scripts - guidelines are great, but we pride ourselves in having human-to-human conversations rather than robotic/scripted pitches
Excellent verbal/written communication skills – this means you can “speak good” and are extremely comfortable interfacing both via phone and in email with strangers from a wide range of socio-economic backgrounds
Ability to learn and use various software programs and tools such as Pipedrive, Calendly, Slack, and Google Suite
A high level of comfort with changing sales processes, and the ability to identify and introduce optimizations to our sales processes
The ability to evaluate situations in the moment and make quick, appropriate decisions - this means you can trust your gut and make good judgment calls in the moment
A self-starter mentality, capable of working independently on projects assigned to you and in your pipeline
A strong sense of comfort with rote and repetitive tasks; this role is very repetitive in that you’re constantly having the same types of conversations with many different customer. You’re also managing and executing a lot of recurring daily & weekly tasks that are similar in nature.
An impeccable attention to detail and great organizational skills - this means you take time to do things accurately knowing there is a large amount of information to annotate, and data to track
An ability to articulate your own thoughts and the thoughts of others

Nice To Haves

If you have outbound or inbound phone sales experience in your background, and can demonstrate proven success with said experience
If you’re really, really comfortable talking to, and connecting with, strangers - including those who come from very different socioeconomic backgrounds
If you have experience leading conversations with sophisticated, business-savvy customers
If you have experience in any high-end services industry
If you have experience selling or proving the value of Services as opposed to Products
If you’re okay getting told “no” 80% of the time, without letting it wear you down, and it only leads you to lean into the conversation or process even more
If you’re interested in growing this position within the company. It’s a newer position and we hope to continue expanding a team around it
If you’ve got mad soft skills or people skills; like most sales focused positions, it’s all about how well you can “read people.” If you’re really good a client in the moment and adapting your style to their personality or mood, we want to talk to you
If you write convincing, direct emails like a champ without sounding like a car salesman.

Responsibilities

Proactively working with our Partners to gain a better understanding of their clients’ tech support preferences.
Emailing and calling clients, and leading short, 15-30 minute consultation appointments with them.
Leading clients through consultative conversations by asking open-ended questions.
Sharing with clients the benefits of establishing or increasing their level of support membership.
Managing the path of each client through their sales journey in Pipedrive and a custom-designed ticketing system.
Managing Calendly for setting and managing appointments and sales calls with clients.
Communicating constantly and in real-time with other internal peers through platforms such as Slack.
Being in open dialogue with our Partners to make sure you are aligned as membership conversations occur for each of their clients, and/or complete requested outreaches that come from Partners regarding their clients.