Job Description

JOB SUMMARY:

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 making inbound and 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 (CRM/SOAR, SAP, marketing databases, Excel and other Office products, the internet) the ISR will qualify leads and enroll customers in the appropriate AmeriGas product/service offering.

The ISR will also maintain complete records of customer interactions and process/activities through detailed notes in CRM/SOAR and/or SAP. Once the ISR successfully closes the sale, he/she will work collaboratively with Sales Operations to complete administration of the new customer process, such as customer agreements/contracts and account set-up.

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 Sales Operations to complete customer agreements/contracts, and setup/establish account, required for propane delivery from the District Office.
• Enter and maintain pertinent customer and activity information in required systems (SAP, CRM/SOAR, databases).

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 (SAP, CRM/SOAR, databases).

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 (CRM, SOAR, SAP, Office products, internet)
• 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:

Education 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 Dynamics, SAP, Microsoft Office products, internet.

WORKING CONDITIONS:

• General contact center environment
• 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.

Company Description

Since 1959, our vision has been to provide you with the safest, most reliable and most responsive propane service in the nation. We use the size of our organization to your advantage every day, while staying true to our grass roots by offering the friendly smiles and personal attention found only at local family businesses. We are immediately hiring for individuals looking for new, exciting challenges in an environment that offers growth potential. Whether fresh out of school, changing careers or an experienced logistics professional, we look forward to the opportunity to talk with you and the possibility of joining our growing team!