Inside Sales Representative

Customer Success Manager (Inside Sales)

POSITION SUMMARY

The Customer Success Manager role is a sales role that functions as part of a Pod Structure. Working on a team consisting consistently of two outside sales reps. We understand key skills and abilities related to the activities of a successful outside sales rep, including walking on roofs, assessing and defining roofing scope, and in-person sales and objection handling. Some skills are essential for customer experience and better suited to people with different skills and abilities, such as phone, email, and zoom call closing. There are also detailed follow-ups, note-taking, lead intake, and internal handoffs that create the desired outcome for our customers. By establishing this effective and efficient pod structure, we can create more success for our teams and customers. ABOUT Riedl and Son Exterior Specialists:

Riedl and Son Exterior Specialists is a family owned company that has been working throughout south central Wisconsin for 34 years! We are a local premier exterior remodeling company specializing in roofing, siding, windows and gutters.

PERFORMANCE OBJECTIVES

• New Lead Intake Remove homeowners from the active shopping market for roofing services by performing our proprietary lead intake process. Through demonstrating competence and creating a feeling of completion in the shopping process.
• Create Success in the customer's eyes for their roofing project by putting attention on the customer throughout the entire buyer's journey from Lead to Google review. This is best achieved by building a relationship as the point of contact for a homeowner in a multistep process with multiple touchpoints in the company.
• Schedule Appointments our outside sales team or “Inspectors” job is to give the customer a thorough review of their roofs conditions, document the site conditions that impact the project, and demonstrate the options available to a home owner based on their situation. Your job will be to manage their schedules, and assist in keeping customers informed. We use technology for efficient route planning, optimization, and data collection.
• Set Up Sales opportunities through various tools such as our best-in-class CRM, and associated tools and resources your role will be to set up the outside sales rep for an efficient and effective presentation. This would include ordering measurements, setting up sales resources, and communicating practical discovery notes to the outside sales reps.

• Post Inspection Follow-Up when a deal is not closed on-site you are the lasting point of contact for the homeowner. You will do a post-inspection follow-up with the outside sales and customer to debrief and re-establish the sales conversation through to a closed or lost deal.
• Finalize Job Details After a deal is won and the customer has made a commitment, your job will be to fill out the job file playbook to give an insightful handoff to the production department, ensuring every opportunity to avoid missing key details related to the job and customer happiness. This includes color confirmation, exclusions, scope of work, and proper annotated photos.
• Deposit Collection on signature, you will be responsible for communicating and collecting first payment to secure and execute the work agreement and ensure liquidity of the company.
• Success Close-Out Once the job is completed, a post-installation follow up, review request, thank you package delivery is executed to report back on any improvements to the process.
• Regular Training and Willingness to learn A commitment to personal and professional growth is required for this position as the market dynamics, materials, and proven sales processes evolve over time.
• Regular System Feedback with a heavy focus on Process, Automation, Systemization and detailed data collection your regular attention and feedback with prioritizing adoption and improvement of the systems we use to drive sales.

CAPABILITIES / KEY COMPETENCIES

• Strong Telephone Skills The ability to transmit emotion and empathy and actively listen through the phone is a crucial indicator of your ability to do this job.
• Detail-Oriented An ideal candidate will catch and document critical information of Customer concerns and circumstances that would impact the success of a client's engagement with the company.
• Fast Typing the ability to type quickly, and good all-around computer skills are necessary for this position. You will work with 40-60 customer files at any given time. You are taking notes during calls, and processing business in real time for internal stakeholders. The ability to listen, type, communicate, respond, and navigate a computer dynamically is a key driver of success.
• Love for Technology we use technology heavily in our business to create leverage on your time and optimize the ability to deliver consistent customer experiences. The ideal person for this role will understand and appreciate the impact that technology adoption and process systemization can have on your day-to-day positions and others.
• Presentation Ability The ability to present a proposal over zoom or screen recording increases your likelihood of demonstrating the Value of RBP roofing to a customer that is not meeting face to face.

• Love of Learning We are constantly adapting to change and open to new things. As new technologies like AI and e-commerce affect the roofing industry we are looking for candidates who are ready to learn and adapt to new opportunities to enhance our customer experience
• Construction or Roofing Experience While full training is provided, the candidates who are quickest to achieving top earning capability have a strong understanding of the roofing process and products. This can be achieved through our training and self discovery however. This is bolstered by your love of learning and growth.
• Problem Solving as customers continue to choose RBP roofing at a ever faster rate there will be growing pains and challenges. Your ability to communicate through a problem solving approach will continue to protect and build the brand of RBP Roofing.
• Sales Skills the ability to overcome objections, and transfer emotion across a bridge of trust will drastically increase the likelihood of top earning abilities in this role. The ability to identify obstacles and objections, educate customers, associate solutions to their problems and assertively ask for the business will mean the difference between average and amazing outcomes and customer satisfaction.
• Teamwork given that Inside/Outside sales pod structure has compensation built on the success of two stakeholders activities in a customer interaction it is a must that the candidate be able to work as part of a team, be accountable to a teams goals and strive to always set up the team for a win. While also remaining humble, hungry and smart in difficult situations to find a pathway back to success.

EDUCATION & EXPERIENCE

• No Formal Education Required
• Previous Sales Experience is a bonus
• Previous Roofing experience is a bonus

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk while working
• This position will require travel – conferences, events and tradeshows.

Compensation Benefits Plan

• $750 per week Salary
• $100 per Closed Deal
• 1% of Gross Deal Volume based on Monthly Quota
• Quarterly Performance Incentive based on individual metrics
• Paid time off
• 4O1K

Riedl and Son Exterior Specialists. is committed to fostering an inclusive and diverse work environment where individuals are valued, respected, and empowered. We firmly believe that diversity enhances creativity, innovation, and productivity. Our commitment to diversity goes beyond compliance; it is ingrained in our culture and is reflected in our hiring, development, and operational practices. We strive to create a workplace that celebrates individuality, promotes equal opportunity, and provides an environment for personal, professional, and financial growth. We actively seek to recruit and retain a workforce – through our differences, we can make work more rewarding by engineering better customer and community experiences globally.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Paid time off
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift

Supplemental pay types:

• Commission pay

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Ability to Relocate:

• Fort Atkinson, WI 53538: Relocate before starting work (Required)

Work Location: Hybrid remote in Fort Atkinson, WI 53538

Salary : $80,000 - $100,000