Inside Sales Representative

Black Diamond Coatings is committed to helping customers solve their problems through innovation and commitment to excellence in home products. Join our family-owned company, work with the best teammates, and become part of one of the fastest-growing home products companies in Florida. This hands-on Inside Sales and Customer Care position calls for positivity, attention to detail, self-motivation, reliability, and has a clear understanding of the impact of profitability and customer satisfaction. Success in this position means that you will contribute to the satisfaction we guarantee our customers. This position is on the face of the company who will greet both new and returning customers to our business, so this person must have a can-do attitude that is helpful and willing to provide for our customers’ needs. This person must be a subject matter expert with extensive knowledge of our products and ability to thoroughly explain process and problem solve with our customer base.  

 
Job Summary 

• Is the first line of customer care for inbound calls and walk-in traffic.
• Performs varied support services requiring proficiency in general office and organizational skills and knowledge of department operations.  
• Has a desire for learning – for the business, its customers, and products, as well as for improving one’s own skills; desire to grow in his/her career.
• Grow account volumes through account management activities to identify growth opportunities at distributors and contractors to meet growth targets.
• Builds and maintains effective professional relationships with clients. 
• Contacts and visits customers to grow accounts and help them better understand company products and services.
• Follow-up with potential new distributors and contractors to help guide them through the onboarding process.

General Accountabilities 

• Proactively problem solve and communicate internally when product or customer service issues arise and use authority to make refund and replacement decisions.
• Make outgoing follow-up telephone calls to undecided leads and outbound calls to leads that are received via the Internet.
• Recognize sales opportunities during inbound/outbound calls.
• Maintain a deep understanding and confidence of product knowledge to help our customers make informed decisions for a positive outcome.
• Maintain a positive relationship and knowledge of returning customers and contractors to enhance the customer experience.
• Answer incoming calls, emails, website chats and walk-in customers promptly using your product knowledge and taking orders or suggesting products based on customers’ needs.
• Recommend improvements to product listings and ideas for potential products or services to management by collecting customer information and analyzing customer needs.
• Performs basic research as requested (e.g., via Internet, calling potential vendors)
• Enter customer data in systems.
• Performs other related duties as assigned or requested.

Job Qualifications 

• Minimum Education: High School or equivalent Combined experience/education as substitute for minimum education 
• Minimum Experience: 3 Years
• Minimum Field of Expertise: Customer service and general office experience & proficiency in the following: data entry, excellent MS Office knowledge understanding, filing, and basic math skills for assigned business tasks. Needs to operate in dynamic office equipment. 
• Preferred Education: Associate degree.

Competencies 

• 2-4 years of customer service
• Must have reliable transportation 
• Must be motivated to be successful
• Inquisitive – able to use common sense and questioning to determine the root cause of potential issues or research possible solutions.
• Attitude – Positive and high-energy go-getter; Ability to work in a fast-paced environment with minimal supervision.
• Maintain positive, empathetic, confident, and professional attitude toward homeowners and contractors. Ensuring them that they are receiving the best help with our products and solutions to their issues. 
• Self-motivated and thick skinned with a sense of humor and strength to keep calm and professional through stressful situations. 
• Outgoing, driven, and enthusiastic individuals to complement our culture
• Able to learn technical products and explanations; research, learn, fully understand, and interpret new products to customers as they come on the market.
• Candidates with great communication skills, both written and verbal
• Must have a great phone presence and is comfortable and confident answering multiple phone lines.
• Self-starter, multi-tasker and highly detail-oriented
• Bi-lingual (English, Spanish) preferred
• Able to adapt in a fast paced and growing environment
• Able to write responses clearly and with proper use of English grammar
• A team player who wants to contribute to and create a thriving culture