System Advisor​/Installation Consultant

About the Role

Van Delden Wastewater Systems is seeking a highly motivated, self-starting System Advisor to own our customer relationship process for all new and replacement system installations. This is a dynamic, partly-sales position with a foundation in educating customers. You will be the first point of contact, guiding homeowners from their initial inquiry through the final post-installation satisfaction call. Your mission is to build value, nurture rapport, and provide expert guidance, ensuring a seamless and confident customer journey.

You will be instrumental in developing this role and the processes that make it successful.

As a family-owned business with over 89 years of experience, we pride ourselves on honesty, quality, and customer satisfaction. We foster a supportive and fun company culture where our employees are valued and treated as part of the family.

• Lead Management & First Contact: Serve as the primary point of contact for all new system installation and replacement inquiries. Qualify customers to understand their needs, urgency, and project feasibility.
• Inbound Responsiveness: Answer customer inquiries on the phone both in the office and while in the field. All missed calls during business hours must be returned within 15-30 minutes. Triage urgency and route technical edge-cases to the right department without dropping the ball.
• Consultative Site Visits: Conduct on-site appointments to discuss options, build value, and nurture rapport with the customer. Take detailed property photos and gather all necessary information to pass off for accurate estimating.
• Value-Driven
  
  Education:
  
  Educate homeowners on their options, the installation process, and financing opportunities, preparing them to make a confident decision when the estimate is received. For us, educating is selling.
• Pipeline & Follow-Up Cadence: Maintain a clean and updated pipeline of all open estimates on a company dashboard. Systematically re-contact all no-response estimates on a defined cadence to ensure no opportunity is missed.
• Client Nurturing & Closing: After an estimate is sent, nurture the client relationship all the way to a signed agreement, acting as their trusted guide.
• Post-Installation Satisfaction: Conduct follow-up calls after job completion to ensure customer satisfaction and reinforce our commitment to quality.
• Process Development: As a self-starter, you will be expected to contribute to the development and refinement of this role and the sales process itself.

Required:

• 2-3 years of experience in a customer-facing role such as consultative sales, account management, client services, or project coordination.
• Must be a self-motivated self-starter, eager to take ownership and contribute to the development of the role.
• Exceptional verbal communication skills, with the ability to build rapport and explain complex concepts in a simple, reassuring manner.
• Strong organizational and time-management skills, with a proven ability to manage a pipeline of multiple customers simultaneously.
• A high degree of empathy and emotional intelligence; the ability to listen to customer concerns and build trust.
• Proficient with CRM software and standard office applications (e.g., Microsoft Office, Google Workspace).

Preferred (but not required):

• Experience in the construction, home services, or wastewater/septic industry.
• Experience handling high-value, long-cycle customer decisions.
• A proven track record of meeting and exceeding performance goals.

• A Teacher at Heart: You believe that an informed customer is the best customer and you use your expertise to guide, not push.
• Proactive and Accountable: You take ownership of the entire customer lifecycle and are driven to see every opportunity through to a final decision.
• An Empathetic Listener: You understand that a major system replacement is a stressful decision and you approach it with patience and understanding.
• Process-Driven & Goal-Oriented: You find satisfaction in managing a clean pipeline, following a structured process, and achieving targets.

• Monday to Friday, 7:30AM…