Residential Inside Sales Representative

Midcontinent•Sioux Falls, SD

5d•Hybrid

About The Position

The Residential Inside Sales Representative helps residential customers identify the Midco products and services that best meet their needs. Using value-based selling techniques, the representative recommends and sells products and services, creates sales opportunities through outbound calls and timely follow-ups, and works with internal and external teams to provide an exceptional customer experience. The position combines incoming and outgoing customer calls with account setup, transaction processing, sales, and customer communication. The stated schedule is 11 a.m. to 8 p.m., Monday through Friday. The role is work-from-home four days per week after six weeks of in-person training. Position leveling is assigned according to experience and training, with Advanced and Senior levels described. The work takes place in an inbound and outbound call center environment and may involve more than 40 hours per week; some shifts are outside normal business hours.

Requirements

High school diploma or equivalent (GED).
Basic typing, email, and computer skills.
Proficiency using technology, including the internet and applications.
Exceptional verbal and written communication skills.
Ability to adapt and excel in a fast-paced work environment.
Ability to meet and exceed quotas or goals.
Self-driven and motivated to complete outbound sales proactively.
For the Advanced level: at least 3 years of previous sales or relevant customer service/sales experience and a documented history of exceeding sales performance objectives.
For the Senior level: at least 5 years of previous sales or relevant customer service/sales experience and a documented history of exceeding sales performance objectives.
Ability to understand, follow, and execute routine and non-routine verbal and written instructions.
Ability to understand problems and collaborate with others to find alternative solutions.
Ability to clearly articulate instructions and expectations.
Ability to focus on the issue at hand without reacting emotionally and to de-escalate conflicts effectively.
Ability to maintain availability and composure during periods of continuous, high interaction volume.
Ability to adapt quickly to changing situations and customer needs and manage the stress of ongoing incoming interactions.

Nice To Haves

At least 1 year of previous sales or relevant customer service/sales experience.

Responsibilities

Service incoming and outbound calls from residential customers inquiring about Midco products and services.
Identify appropriate products and services for customers using value-based selling techniques.
Sell and upsell Midco products and services to new and existing customers.
Make proactive outbound calls associated with sales and marketing campaigns.
Develop sales opportunities by researching and identifying potential customers, soliciting new customers, building rapport, providing technical information and explanations, and preparing quotations.
Develop revenue by reviewing customers’ buying history, suggesting related and new items, and explaining technical features.
Record customer transactions accurately, establish accounts for new customers, and complete requirements for installations, service changes, repairs, and other customer transactions.
Follow up with leads and contacts in a timely manner.
Exceed organizational revenue, upselling, and add-on selling goals.
Refer leads as appropriate to B2B, Enterprise, and Advertising sales teams.
Work with internal team members and external Sales and Service teams to ensure an exceptional customer experience.
Communicate effectively and professionally with internal and external customers.
Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
Protect customer privacy by adhering to Midco privacy guidelines and following company policies and procedures.
Maintain reliable and predictable attendance as required by the position.
Perform other duties as assigned.
At the Advanced level, demonstrate a solid understanding of the industry, Midco initiatives, products and services, competition, the market, and individual customer needs; use advanced sales techniques and adjust messaging to each customer.
At the Senior level, demonstrate a deep understanding of the industry, Midco initiatives, products and services, competition, the market, and individual customer needs; use highly skilled sales techniques and adjust messaging to each customer.