Residential Sales & Service Manager

The Residential Sales & Service Manager is responsible for leading Syntrio's Residential Sales & Service Team to achieve sales growth, customer retention, and exceptional customer experiences. This role provides day-to-day leadership, coaching, performance management, and accountability for team revenue goals while ensuring every team member is trained and expected to contribute to sales results.
Working closely with the Chief Revenue Officer, the manager will help develop team goals, performance metrics, and revenue objectives, then lead the team in successfully achieving those targets.

Essential Responsibilities:

Sales Leadership

• Partner with the Chief Revenue Officer to develop sales, revenue, retention, and customer experience goals.
• Communicate goals and expectations to the team and drive accountability for results.
• Coach and develop team members to improve sales performance, productivity, and customer engagement.
• Ensure every customer interaction includes opportunities to retain, upgrade, or acquire services.
• Monitor team performance and take corrective action when goals are not being achieved.

Customer Experience

• Lead a customer-first culture focused on responsiveness, professionalism, and problem resolution.
• Ensure exceptional service is delivered across all customer touchpoints.
• Resolve escalated customer concerns and identify opportunities for process improvements.
• Monitor customer satisfaction and retention performance.

Team Management

• Recruit, train, coach, and develop Residential Sales & Service Representatives.
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
• Manage scheduling, attendance, productivity, and employee development.
• Create a culture of accountability, teamwork, and continuous improvement.

Performance and Reporting

• Partner with the Chief Revenue Officer to establish measurable team and individual performance metrics.
• Monitor key performance indicators including revenue attainment, new customer acquisition, service upgrades, customer retention, customer satisfaction, and employee productivity.
• Provide regular reporting and recommendations to leadership.

Qualifications:

• Minimum 3 years of leadership experience in sales, customer service, telecommunications, or a related field.
• Proven ability to lead teams and achieve revenue goals.
• Strong coaching, communication, and problem-solving skills.
• Experience working with CRM and performance reporting tools.
• Telecommunications or broadband industry experience preferred.

Success in this Role:

A successful Residential Sales & Service Manager will build a high-performing, sales-focused service team that consistently exceeds revenue goals, delivers exceptional customer experiences, and contributes to Syntrio's long-term growth.