Inside Sales Representative

Inside Sales Representative

Full-Time | Non-Exempt

Department

Sales

Reports To

Director of Marketing, Sales & Appointment Center

Location

Erie, PA or Chardon, OH (supporting PA, OH, and NY territories)

Schedule

Monday–Friday, 8 AM – 5 PM; occasional Saturdays for home shows and other events

Position Summary

The Inside Sales Representative (ISR) is the front line of DBC’s customer experience — the voice that turns leads into booked appointments for our estimating team. This role is responsible for managing the full lifecycle of lead response, appointment scheduling, and customer follow-up across DBC’s complete service territory in northwest Pennsylvania, northeast Ohio, and southwestern NY.

Working within MarketSharp, the ISR executes six core functions: Catcher (inbound calls), Surfer (web lead response), Recycler (cancelled appointment recovery), Showtime (home show lead follow-up), Hunter (unsold proposal follow-up), and Perennial (existing customer outreach for annual services). Automated lead sequences handle initial touchpoints; the ISR’s value is in the live conversations that convert interest into commitments.

This is an individual contributor role. There are no direct reports. Success is measured by conversion rates, speed-to-lead response, and the quality and completeness of MarketSharp documentation.

The Six Roles of the Appointment Center

The ISR has 100% ownership of these six roles. Every interaction and outcome is documented in MarketSharp in real time.

Primary Roles and Ownership (Daily)

• Catcher — Respond to inbound phone calls from prospective and existing customers. Qualify needs, schedule appointments with the appropriate estimator based on service type and territory, and capture complete lead information in MarketSharp.
• Surfer — Execute call tasks generated by MarketSharp’s automated lead sequences for web form submissions, online inquiries, and digital leads. Speed-to-lead is critical — web leads requiring a live callback must be contacted within two minutes when not engaged on another call.
• Recycler — Contact customers whose appointments were cancelled before the estimator visit. Use the Recycler script to identify the reason for cancellation, overcome objections, and rebook. Run the daily cancellation report or work system-generated Recycler tasks.
• Hunter — Follow up on unsold proposals to either close the sale over the phone or schedule a revisit with an estimator. Work new unsold proposals as they enter the queue (approximately 15 days after the original appointment) and systematically address the existing backlog.

Seasonal / Periodic Roles

• Showtime — Following home shows and events, contact all leads not booked at the show to schedule appointments. Coordinate with marketing on lead sheets, promoter notes, and scheduling windows. Intensity increases during show season (typically February–April)
• Perennial — Conduct quarterly outreach campaigns to existing customers for annual maintenance, service check-ups, and additional project opportunities. Work from system-generated lists based on installation anniversary dates.

Additional Responsibilities

• Collaborate with the Sales Manager to determine weekly appointment allocation per estimator based on capacity, specialties, and territory coverage.
• Monitor and maintain scheduling accuracy in MarketSharp daily.
• Submit credit requests to lead sources for disqualified leads.
• Support pre-mailer distribution for upcoming appointments.
• Coordinate appointment scheduling at home shows and events with marketing team members.
• Attend weekly sales meetings and participate in required training sessions.
• Work with the overflow call center to ensure seamless lead handoffs and consistent customer experience.
• Other duties as assigned.

Key Performance Indicators

Metric

Target

Monthly lead-to-appointment conversion rate

80%

Speed-to-lead on Surfer callbacks

Under 2 minutes

Same-day follow-up on all new leads

95% or higher

MarketSharp documentation accuracy

100% of contacts documented

Cancelled appointment recovery rate

40% cancelled appts recovered

Unsold proposal follow-up completion

10% close on unsold proposals

Appointment scheduling accuracy

95% or higher

Qualifications

Required

• High school diploma or equivalent with experience working in office setting.
• 2 years of experience in customer service, appointment setting, inside sales, or call center environments.
• Proficiency with CRM software; MarketSharp experience is a plus.
• Strong verbal communication skills with a professional, warm phone presence.
• Excellent organizational skills and attention to detail.
• Ability to manage competing priorities and shift between tasks quickly.
• Comfortable with technology — scheduling software, Microsoft Office, and smartphone apps.
• Reliable transportation to the Erie, PA office.

Preferred

• Experience in the home improvement, remodeling, or construction industry.
• Familiarity with appointment scheduling in a multi-estimator environment.
• Experience following structured call scripts while maintaining a natural, conversational tone.
• Bilingual skills are a plus.

Core Values Alignment

The ISR represents DBC’s brand in every interaction. This role requires someone who naturally embodies DBC’s three core values:

Excel Every Time — Every call, every MarketSharp entry, and every booked appointment reflects DBC’s commitment to getting it right. Speed-to-lead, documentation accuracy, and follow-through are not optional — they are the standard.

Keep Everything Clean — A clean CRM is a healthy pipeline. Complete records, accurate scheduling, organized lead queues, and no loose ends. If it happened, it’s documented. If it’s documented, it’s accurate.

Treat Everyone Well — Every homeowner who calls DBC deserves a warm, respectful, and professional experience — whether they’re a brand-new lead, a cancelled appointment being re-engaged, or a past customer hearing from us for the first time in a year. The same respect extends to estimators, project managers, and teammates across the company.

Compensation & Benefits

• Competitive hourly rate or salary commensurate with experience.
• Performance bonuses tied to appointment conversion and role-based KPIs.
• Paid Time Off available after 60-day probationary period: three weeks PTO, 10 major holidays, and 1 birthday day off.
• Company health, dental, and vision plan available.
• 401(k) with up to 4% employer match after six months of employment.

Pay: $35,000.00 - $55,000.00 per year

Benefits:

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

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 1 year (Required)
• CRM software: 2 years (Required)

Ability to Commute:

• Erie, PA 16509 (Required)

Work Location: Hybrid remote in Erie, PA 16509

Salary : $35,000 - $55,000