Office Manager for Inside Sales , Dispatch, & Customer Service Team
Advantage Pro Services and Natran Green Pest Control provides green pest control, pressure washing, window cleaning, gutter cleaning and gutter installation services. We’re growing steadily with little competition, our company is perfectly situated to scale rapidly with the support of a strong, goal-driven inside sales team. We have a healthy culture built on strong core values.
Key Performance Indicators for the Sales Division
Minimum of 65% closer rate on reactive estimates with a yearly goal of 65%-75%.
Minimum of a 10% up sell/cross sales closure rate with an annual goal of 10% – 15%.
Minimum of a 3% warm call closure rate with an annual goal of 3% – 5%.
Increasing client base.
Improve customer retention through active communication and problem-solving efforts
Key Performance Indicators Customer Services Division
Obtain a minimum daily route mileage of 125 miles or less per vehicle.
Collect on past due accounts
Answer phone within an average of 10 seconds (approximately 2 rings).
Up/Cross help rate of 4% with an annual goal of 4% to 7%.
Customer satisfaction score of 87% with an annual goal of 87% to 96%.
Customer retention. Obtain a customer cancellation rate of 1.5% monthly with a goal of 1.5% – 1.2%
Obtain a 98% monthly job completion schedule with an annual goal of 98% – 99%.
Contact 100% of drivers below the 90% driving safety score and notify their direct supervisor.
Serve as a key member of our leadership team.
Leading, Managing and accountability (includes culture) of the inside sales departments to ensure maximum performance is achieved and monthly goals (KPI) are meet.
Conduct daily huddle meetings.
Setting weekly department goals and individual goals.
Provide onboarding and ongoing training as needed.
Selling potential customers our services over the phone.
Conduct level 10 meeting for inside sales, dispatch, & customer service team.
Daily recruiting (pre-screen and interviewing).
Job schedule: Forecast trends, seasonal patterns, weather patterns to maintain schedule completion KPI.
Customer retention. Save upset customers and customers that want to cancel their service contract.
Monitor vehicle tracking system and notify any drivers as well as their direct supervisor of safety scores that fall below 90% (while also monitoring any unusual patterns).
Follow up calls (see feedback sheet).
Required of the Role
5+ years experience in sales.
Proven track-record of increasing revenue and customer count.
Superior social and communication skills with a strategic focus on the end goal.
Four year college degree preferred, but not required.
$50,000 salary + bonus
Insurance: health, vision, & dental
1.5% of net profit (see instruction page how this works)
|Department||Inside Sales, Dispatch, & Customer Service Team|