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Customer Service and Sales Representative

Amerigas Charlotte ,NC
  • Posted: over a month ago
  • Full-Time
  • Benefits: dental, life_insurance, medical, vision, 401k
Job Description

Job Summary (Purpose):

The Inside Sales Rep (ISR) effectively represents AmeriGas in building the business through new customer sales, enrollment and retention activities while meeting/exceeding assigned unit sales goals. The ISR will receive and handle inbound calls from new potential customers, as well as conduct outbound calls with the objective of prospecting and qualifying leads, retaining existing customers, and reactivating lost customers to achieve unit sales objectives.

Key Characteristics:

  • Excellent phone presence and interpersonal skills in taking inbound and making outbound customer calls while delivering a positive customer experience.
  • Ability to work independently and within call center teams

Duties and Responsibilities:

The ISR’s main objective is to qualify incoming “hot” sales leads created through AmeriGas demand generation activities such as the annual Direct Marketing Campaign (DMC), New Customer Enrollment (“Press 1”), and local District Marketing efforts. Utilizing AmeriGas sales and operating systems (for example, CRM, marketing databases, Office products the ISR will qualify leads to enroll customers in the appropriate AmeriGas product/service offering, and schedule any needed appointments (site survey, installation) to complete the new customer process.

The ISR will also maintain complete records of customer interactions and process/activities through detailed notes in AmeriGas systems/tools. Once the ISR successfully closes the sale, he/she will work collaboratively with back office support operations to complete administration of the new customer process, such as customer agreements/contracts.

The ISR is also responsible to make outbound prospecting calls to lost customers, recently inactive customers, and prospects that are moving into a new home or location.

Regardless of lead, prospect, or program, the ISR is responsible for delivering a positive customer experience, increasing unit sales, building relationships with new customers, and working through any issues to retain existing customers.

Inbound Customer Acquisition

  • Qualify new sales leads generated through marketing/customer acquisition initiatives.
  • Qualify customer, understanding his/her specific use case and needs, determining appropriate products/services, and presenting key value statements and sales messaging to secure the sale.
  • Completing all steps in the sales process.
  • Upon closing the sale, collaboratively engage back office operations to complete customer agreements/contracts and any account review , required for propane delivery from the District Office.
  • Enter and maintain pertinent customer and activity information in required systems

Outbound Prospecting

  • Contact customers to retain/upgrade accounts
  • Make outbound calls to inactive, will call, and customer-owned equipment accounts to reactive and/or upgrade.
  • Qualify customer, assessing current use case and needs to determine best product/service, present key value statements and sales messaging to retain/upgrade the customer.
  • Appropriately apply special offers/pricing to win back lost customers.
  • Upon receiving customer affirmation, complete all necessary steps to deliver on product/service sold.
  • Enter and maintain pertinent customer and activity information in required systems

Knowledge, Skills and Abilities:

  • Effective use of sales techniques, including prospecting, discovery, value proposition development, objection handling, and customer acquisition
  • Efficient and accurate use of systems and tools Strong telephone presence and interpersonal skills
  • Effectively communicates in English – verbal and written
  • Ability to multi-task and prioritize workload; strong organizational skills
  • Active listener and use of inquiry to discover/understand prospect needs
  • Motivated and results driven
  • Ability to work effectively with others; gives and receives feedback/coaching well

Education and Experience Required:

  • HS Diploma, with 2-5 years’ experience in:
  • Business development – sales, telemarketing, and/or cold calling, in a sales environment
  • Customer service call center experience
  • Use of business/office tools such as CRM, Microsoft Office products, internet.

Working conditions:

  • Work occurs inside in a contact center environment.
  • Must be available to work varying schedules and hours including some weekends and holidays as workload dictates.
  • Minimal travel required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

Disclaimer & Approvals

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Amerigas

Address

Charlotte, NC
USA

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