The Sales Support Specialist is responsible for responding to, qualifying and managing leads and customer requests for new installed countertops. He or she will support the In-Home Selling Team by conducting qualifying discussions with prospective customers over the phone, setting appointments for in-home sales consultations, processing completed sales and updating lead management systems. The Sales Support Specialist must provide excellent customer service by using in-depth knowledge of countertop products and installation services as well as communicating effectively with prospective customers and team members. This is a pre and post sales support role that requires customer interaction on a regular basis.
Uploads new customer leads from Install Connect system to Jobtracker system on a daily basis.
Calls customer leads on a daily basis to qualify and pursue new sales opportunities.
Provides sales quotes to customers and closes sales over the phone when possible.
Schedules in-home sales appointments, updates and maintains shared calendar and Jobtracker system on a daily basis.
Processes sales orders/refunds through Install Connect system, including generation of sales contracts, processing credit card and gift card payments and ensuring job is completed in the system after installation.
Assists customer with applying for credit and works with Citi Financial directly on financing questions and issues.
Follows up with customers who purchased through the program thanking them for their business.
Works directly with HD Customer support to resolve issues in Install Connect system.
Works directly with store lead generators to ensure leads are entered correctly.
Updates lead status in Install Connect and Jobtracker systems on a daily basis.
Assists sales team with training stores and lead generators.
Assists with training sales and installation teams on using Install Connect system and Install2Go App.
Creates and updates sales reports on a weekly basis.
Experience in Customer Sales/Service Role required
Bachelor's Degree in Business, Marketing or related field is preferred
Understanding or experience with Countertop Products and Installation Service is a plus
Understanding or experience of Kitchen and Bath Design is a plus
Strong Customer Service skills
Excellent communication skills (both written and verbal)
Ability and desire to learn and sell countertop products and services
Ability to learn and use lead management systems
Ability to work independently, effectively, and efficiently
Strong attention to detail, time management and decision-making skills
Must be able to multi-task
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