Inside Sales Representative

IS: Inside Sales - Customer Success Manager

The Customer Success Manager (CSM) role is integral to our pod team structure, partnering with outside sales representatives to enhance our customer journey. This role combines key sales competencies–roof assessments, scope definition, and in-person sales – with essential customer experience skills such as digital communication and handling objections via phone, email, and Zoom. The CSM excels in meticulous follow-ups, detailed note-taking, lead intake, and seamless internal handoffs, ensuring our customer interactions lead to successful outcomes. This pod structure fosters team and customer interactions, leading to successful outcomes. This pod structure fosters team and customer success through specialized roles and collaborative synergy.

ABOUT ACTION ROOFING LTD

Action Roofing Ltd. is a fast-growing, family-owned roofing company serving the Fraser Valley since 1976. As a GAF Master Elite contractor, we deliver top-quality roofing systems backed by the industry's best warranties. We're known for our professionalism, strong communication, and commitment to doing every job right. If you want to join a motivated, skilled team that takes pride in its work and invests in your growth, Action Roofing is the place to be.

PERFORMANCE OBJECTIVES

• New Lead Intake: Remove homeowners from the active shopping market for roofing services by performing our proprietary lead intake process, demonstrating competence, and creating a feeling of completion in the shopping process.
• Create Success: In the customers' eyes for their roofing project by focusing on the customer throughout the buyer's journey from Lead to Google review. This is best achieved by building a relationship as the point of contact for a homeowner in a multi-step process with multiple touchpoints in the company.
• Schedule Appointments: Our outside sales team or "Inspectors" job is to give the customer a thorough review of their roof conditions, document the site conditions that impact the project, and demonstrate the options available to a homeowner based on their situation. Your job will be to manage their schedules and assist in keeping customers informed. We use technology for efficient route planning, optimization, and data collection.
• Set Up Sales opportunities: Through various tools, such as our best-in-class CRM and associated tools and resources. You will set up the outside sales rep for an efficient and effective presentation. This would include ordering measurements, setting up sales resources, and communicating practical discovery notes to the outside sales reps.
• Post-Inspection Follow-Up: When a deal is not closed on-site, you are the lasting point of contact for the homeowner. You will do a post-inspection follow-up with the outside sales and customer to debrief and re-establish the sales conversation through a closed or lost deal.
• Finalize Job Details: After a deal is won and the customer has made a commitment, your job will be to fill out the job file playbook to give an insightful handoff to the production department, ensuring every opportunity to avoid missing critical details related to the job and customer happiness. This includes color confirmation, exclusions, scope of work, and proper annotated photos.
• Deposit Collection: On signature: you will be responsible for communicating and collecting the first payment to secure and execute the work agreement and ensure the company's liquidity.
• Success Close-Out: Once the job is completed, a post-installation follow-up, review request, and thank you package delivery is executed to report back on any improvements to the process.
• Regular Training and Willingness to Learn: A commitment to personal and professional growth is required for this position as the market dynamics, materials, and proven sales processes evolve over time.
• Regular System Feedback: With a heavy focus on Process, Automation, Systemization, and detailed data collection, your regular attention and feedback with prioritizing adoption and improvement of the systems we use to drive sales.

CAPABILITIES / KEY COMPETENCIES

• Strong Telephone Skills: Mastery in conveying emotion and empathy and active listening skills are critical for success in this role.
• Detail-Oriented: Candidates must adeptly capture and document essential details about customer concerns and circumstances to ensure successful client engagements.
• Fast Typing and Computer Proficiency: Managing 40-60 customer files simultaneously requires fast typing, note-taking during calls, and real-time processing for internal stakeholders. Dynamic computer navigation, communication, and responsiveness are essential.
• Technological Proficiency: A strong appreciation for technology is vital, as it enhances time management and ensures consistent customer experiences.
• Presentation Skills: Proficiency in presenting proposals via Zoom or screen recordings is crucial for engaging customers remotely.
• Eagerness to Learn: With continuous technological advancements affecting our industry, a passion for learning and adaptability is indispensable.
• Construction or Roofing Knowledge: While training is provided, a prior understanding of roofing processes and products accelerates performance and earnings.
• Problem-Solving: Ability to navigate challenges effectively, maintaining and enhancing RBP Roofing's brand through excellent problem-solving communications.
• Sales Skills: Advanced sales capabilities, including overcoming objections and building trust, significantly boost earning potential and customer satisfaction.
• Teamwork: Success in our pod structure relies on collaborative teamwork, accountability, and the ability to contribute positively to team goals, particularly in challenging situations.

EDUCATION & EXPERIENCE

• No formal education is required.
• Previous sales experience is advantageous.
• Prior roofing experience is beneficial.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk while working
• This position will require travel – 5%

COMMITMENT TO DIVERSITY

Action Roofing Ltd is committed to fostering an inclusive and diverse work environment where individuals are valued, respected, and empowered. We firmly believe that diversity enhances creativity, innovation, and productivity. Our commitment to diversity goes beyond compliance; it is ingrained in our culture and is reflected in our hiring, development, and operational practices. We strive to create a workplace that celebrates individuality, promotes equality, and provides equal opportunities for personal, professional, and financial growth. We actively seek to recruit and retain a workforce – through our differences, we can make work more rewarding by engineering better customer and community experiences.

If this position caught your eye, send us your resume. For best consideration, include the job title and source where you found this position in the subject line of your email with included resume to

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care
• Paid time off
• Vision care
• Work from home

Work Location: Remote