CSR - Inbound Sales Specialist

What if instead of selling a service, your job was to educate and empower customers to make the best selection for their family? What if instead of requiring a customer to fumble their way through a product and service they know absolutely nothing about, you are tasked with the responsibility of being a product expert, a service specialist, and a solution provider?

Welcome to Barnett Plumbing & Water Heaters where our CSR Sales Specialists not only know how to answer a call and book a job, but will spend 15-25 minutes with each call, getting to the heart of the customers' need, diagnosing their water heater issue, and not only providing them with a price but a thorough explanation how we are going to change their day.

This office position is going to have you on the phones most of the day moving from one inbound HOT lead to the next, answering questions, giving pricing, overcoming objections, and helping customers understand why we are the best at what we do.

If you prefer a hybrid position or maybe something in the field, this isn't the position for you.
If talking on the phone all day sounds exhausting, we would recommend continuing your search.

But if you enjoy the challenge of juggling one call after the next, moving customers through a pipeline, and in 2-5 minutes winning a customer's trust and earning the right to talk with them more, this might be the position for you!

We're looking for a team-focused, servant leader, who enjoys answering phones, answering questions, addressing customers' core concerns, and ensuring we provide a 5-star quality experience.

As part of your job, you will:

• Communicate with customers via phone, email, and text
• Prequalify inbound leads to ensure a good match between the service provider and customer
• Follow up on open estimates to address any additional questions or concerns the customer may have
• Schedule jobs for the Field Technicians
• Run key reports

The people who love this job and do well in this position are:

Positive, team player with excellent communication skills. You need to have strong interpersonal skills and care about our team and customers. If you bring drama to work every day, talk more than you listen, like problems more than solutions, or are generally self-focused, you’re not going to like it here. We are committed to excellence including how we interact with our team and customers.

Inquisitive question askers. Our CSR Sales Specialist needs to be able to dig down and determine what our customers value and are ultimately looking for. Sometimes a customer knows this straight off the bat and can communicate it, other times it takes asking a few follow-up questions to really get to the root of the issue. The trick here is to ask questions in such a way that the customer understands that you're on their side, here to help, and want what's best for them.

Multi-taskers with a sense of urgency. Whether your water heater has gone out and you have to take a cold shower or the bottom of your unit has rotted out and there is a river running through your garage, urgency is a must. Our CSR Sales Specialist prioritizes our customers and understands the value of getting to a customer fast.

What you’ll do every day (and how quickly you need to be good at it):

In the first 30–60 days and ongoing:

• Meet and begin building relationships with the Leadership Team, Field Operations Managers, Warehouse Team, CSRs, and Field Technicians.
• Begin learning to use the Service Titan & Sales Force software.
• Gain knowledge and display familiarity in the types of plumbing jobs that Barnett Plumbing & Water Heaters specializes in, the key brands we carry, and our pricebook.
• Listen to recorded calls & shadow existing sales calls.
• Complete a ride-along in the field to observe the field sales & installation process.
• By week 3 take inbound sales calls while being shadowed by a supervisor.
• By 60 days, show an understanding and familiarity with taking inbound sales calls and converting them into scheduled calls.

Within the 3rd month and ongoing:

• Is independent in taking 75% of inbound sales calls from customers, gathering information, giving them a price range, building value, and scheduling an onsite appointment.
• Is 100% independent in following up on open estimates to identify and address any ongoing customer concerns or questions.
• Effectively uses Asana, Service Titan, Sales Force and all other key software.

Within the 6th month and ongoing:

• Is independent in taking all inbound sales calls from customers, gathering information, giving them a price range, building value, and scheduling an onsite appointment.
• Complete classroom phase of Water Heater School.
• Contribute to plans to expand the company, bringing valuable input in how to improve sales & projects, e.g.: how to improve follow-up with customers, tips to building trust and value, and training for field employees on sales.
• Contribute to maintaining a booking and closure rate associated with designated KPIs.
• Has doubled the booked call rate, while maintaining lead quality

Compensation:

We want our ENTIRE TEAM working as a singular unit towards our shared goals so that our ENTIRE TEAM is able to celebrate and reap the benefits when we hit those goals.

With that in mind, this position is an hourly role, with a starting rate of $28-$36 oer hour with an additional team bonus opportunities up to 17%. The primary work hours are Monday-Friday 7:45am-5pm with a 30 minute lunch. For more information, please ask during the interview process.

Benefits:

Full Health Coverage, Dental & Vision Insurance, 401K with 5% company match, PTO and 7 Paid Holidays, Parental Leave, and Employee Care Program with 24/7 access to Marketplace Chaplains, Counseling, and Chiropractic benefits.

Education, Skills & Experience:

• 2 years’ experience in phone sales a plus
• 1 years’ experience in the trades (plumbing, construction, electrical) a plus
• Experience in engineering, business, technology fields a plus
• Demonstrated experience with Service Titan software or similar Field Service Management software system a plus
• Demonstrated experience Sales Force a plus
• Intermediate proficiency is Microsoft Word, Excel and Google suite a plus
• Customer service representative experience a plus
• Mechanically inclined, wanting to figure out how things are made or how they work required
• High school diploma or GED required
• Experience working in a fast-paced environment and being able to adapt to quickly to changes on a daily basis a plus

Who is Barnett Plumbing & Water Heaters:

We are fast, friendly, follow-through pros who solve plumbing problems for Tri-Valley & South Bay homeowners. All customers deserve high-quality service and top-rated products. That’s what we deliver. We come to the rescue for over 5,000 plumbing issues every year. We get it done with a team of 21: 9 in the office and 12 in the field/warehouse. Those numbers are only increasing. The future of Barnett and our employees is strong!

What’s important to us:

Family time! We pride ourselves on work-life balance. We are open Monday–Friday with no on call or after hours. We also work hard to create a healthy atmosphere at work. We don’t want you to be overwhelmed and burnt out when you leave. Yes, you spend the day working hard to solve problems, support your co-workers, and make customers happy, but your work shouldn't leave you dreading the next day. There’s enough “you” left at the end of a work day that you can go home and have energy for the people and things you care about.

Professional and personal growth for all employees. Training is emphasized and personal development is always a priority. We want everyone to grow, not only in their role at work, but in all arenas of life.

Being drama-free, high-performing, and generous. We know what it’s like to work hard at a job but not be appreciated or supported. We’ve had jobs where we had to deal with toxic bosses, crushing to-do lists, rude customers… Nope. That’s not what it’s like at Barnett. We’ve built the company that we want to work for: growing, performance-driven, and supportive.

What happens next:

You click the “Apply” button

The application process starts online (no phone calls or office visits). Your application will be reviewed, and a few questions sent your way, if we’re interested, you’ll be contacted for a phone interview.

You attend an in-person interview

If the phone screening goes well, you’ll be asked to come to our office in Livermore for an in-person interview. We want to meet you, and we want you to be able to see the office and meet possible co-workers. If that goes well, we’ll do some assessments a zoom interview with our Sales Expert and a second in-person interview.

You say “yes!”

If we both feel like it’s a good fit and your references check out, we’ll offer you the position. There’s some paperwork to complete, but we’ll want to start training you as soon as possible.

Job Type: Full-time

Pay: $28.00 - $36.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus pay
• Monthly bonus

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Office

Ability to commute/relocate:

• Livermore, CA 94551: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your desired hourly starting pay? (range is fine)

Experience:

• Construction: 1 year (Preferred)
• Phone Sales: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person