Sales/Customer Service Specialist

Role Overview

The HHG Sales & Customer Service Representative is responsible for driving residential moving revenue while delivering a high-quality customer experience from initial inquiry through job completion.

This role combines sales execution, customer relationship management, and marketing coordination, with optional responsibility for conducting surveys and pricing jobs where capability allows.

The position plays a key role in revenue growth, customer satisfaction, and brand reputation.

Key Responsibilities

1. Sales & Revenue Generation

· Respond to inbound leads (phone, email, web) promptly and professionally

· Convert inquiries into booked jobs through consultative selling

· Follow up on all quotes and open opportunities

· Maintain an organized sales pipeline (CRM discipline)

· Upsell packing, storage, valuation, and specialty services

· Meet or exceed monthly revenue and conversion targets

2. Customer Service & Job Coordination

· Act as primary point of contact from inquiry to job completion

· Clearly communicate scope, pricing, and service expectations

· Coordinate scheduling with dispatch and operations

· Resolve customer issues and manage expectations proactively

· Support post-job follow-up and review generation

3. Marketing & Lead Management

· Support execution of Bormann’s marketing activities, including:

· Google Business Profile and online presence

· Review generation and reputation management

· Referral partner relationships (realtors, storage facilities, etc.)

· Track lead sources and basic performance metrics

· Maintain accurate CRM and customer records

4. Optional: Surveys & Job Pricing (If Qualified)

· Conduct in-home or virtual household goods surveys

· Assess inventory volume and special handling requirements

· Prepare accurate estimates aligned with company pricing standards

· Balance competitiveness with margin protection

5. Cross-Functional Support & Business Continuity

· Maintain working knowledge of finance and customer processes

· Provide basic support for billing or customer communication during staff absences

· Participate in cross-training to ensure operational coverage

· Support continuity of operations during peak periods or leave

Performance Metrics

· Booked revenue vs. target

· Quote-to-close conversion rate

· Average job value and margin

· Lead response time

· Customer satisfaction / review scores

· Pipeline follow-up completion rate

Compensation Structure

· Base salary

· Commission on booked revenue

· Additional incentives for self-generated leads or surveys (if applicable)

Qualifications

Required:

· Strong sales and customer service experience

· Excellent communication skills (phone and written)

· Organized and detail-oriented

· Comfortable working in a fast-paced environment

Preferred:

· Experience in moving & storage or logistics

· Estimating / survey experience

· CRM experience

· Basic understanding of pricing and margins

Ideal Candidate Profile

· Sales-driven and motivated by commission

· Strong relationship builder

· Process-oriented with good follow-through

· Comfortable balancing sales and coordination

· Professional and customer-focused

· Accountable and reliable

Pay: $2,500.00 - $6,000.00 per month

Benefits:

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

Work Location: In person

Salary : $2,500 - $6,000