Inside Sales Representative

The Inside Sales Representative is responsible for managing the sales pipeline and driving revenue through the follow‑up, nurturing, and conversion of open or unsold estimates generated by field sales professionals. Working within the Home Town System, this role serves as the primary point of contact for estimate follow‑up and unsold opportunity recovery.

The Inside Sales Representative partners closely with Comfort Advisors, Sales Technicians, Sewer Sales Specialists, and other sales personnel to ensure every sales opportunity receives consistent follow‑up, customer questions are addressed, and potential revenue is maximized. This individual plays a critical role in increasing close rates, improving customer experience, and maintaining visibility into the overall sales pipeline.

• Monitor and manage all open and unsold estimates within the CRM and sales management systems.
• Maintain an organized pipeline with clear next steps, follow‑up dates, and customer communication records.
• Prioritize opportunities based on value, age, urgency, and likelihood to close.
• Ensure no qualified opportunity is lost due to lack of follow‑up.
• Contact homeowners regarding open estimates through phone, text, email, and other approved communication channels.
• Re‑engage customers who have not yet made purchasing decisions.
• Identify and address objections, concerns, or barriers preventing the sale.
• Educate customers on available solutions, financing options, warranties, and service offerings.
• Schedule additional appointments when necessary to advance opportunities.
• Work to recover and close previously unsold opportunities.

• Serve as a professional and knowledgeable point of contact throughout the decision‑making process.
• Deliver a customer experience that reinforces trust, transparency, and confidence.
• Ensure customer questions are answered promptly and accurately.
• Coordinate internally when additional information or technical expertise is required.
• Partner with Comfort Advisors, Sales Technicians, Sewer Sales Specialists, and Sales Leadership to understand individual opportunities.
• Communicate customer feedback and market insights back to the field team.
• Assist in creating consistent sales follow‑up processes and best practices.
• Participate in sales meetings and pipeline review sessions.

• Track and report on key performance indicators, including:
  • Follow‑up activity
  • Contact rates
  • Close rates
  • Revenue generated from unsold opportunities
  • Pipeline aging
• Maintain accurate customer records and opportunity status updates within CRM systems.
• Provide regular updates on pipeline health and forecasted revenue opportunities.

• 2+ years of inside sales, customer service, sales support, call center, or business development experience.
• Strong verbal and written communication skills.
• Comfortable making outbound calls and conducting proactive customer follow‑up.
• Experience managing multiple priorities and maintaining organization in a fast‑paced environment.
• Proficiency with CRM systems and Microsoft Office products.

• Experience in residential HVAC, plumbing, sewer, electrical, or home services industries.
• Familiarity with Service Titan or similar home service software platforms.
• Experience with financing conversations and objection handling.
• Demonstrated success in sales pipeline management and opportunity conversion.