Position Summary

The Customer Sales Associate will provide exemplary service solutions to customers and focus on residential sales, up-selling for current customers as well as focusing on new customers. Responsible for helping customers by providing product and service information in a friendly, confident, and articulate manner. Role will provide innovating customer needs solutions in a timely and efficient manner.

Core Duties / Key Responsibilities

- Customer Service - The primary responsibility for all members of the customer sales team is to provide exceptional customer service and solutions to all current and prospective customers.

- Inside Sales Activity -

- Engage customers by offering solutions to better streamline service offerings on behalf of customers, such as telling them about the advantages to tank monitoring, converting from will call to routed, e-statements/e-invoicing, converting to budget customer, converting to online bill pay or autopay, etc. In addition to describing product offerings, this role will actively upsell or cross-sell to current or new customers.

- Handle inbound new customer inquiries from web forms and inbound calls

- Driving COT to BOT conversions

- Support with outbound prospecting, executing marketing initiatives, pipeline generation, and conversion of current customer will-call to auto-route plans

- Provide customer sales quotes, follow up with prospective customers following a quote to ensure questions are answered and to land the sale

- Record marketing activity and sales successes for tracking purposes

- Ensure target goals and KPI are achieved for each tracking period

Inside Sales Representative Daily Tasks

- Check webform inquiries throughout the day

- Sell customers on advantage for tank monitoring

- Marketing tracking and reporting

- Customer Outreach (KPI's)

- Convert will call to routed

- E-statements/E-invoicing

- Ask for 5-star google reviews

- Convert to budget customer

- Convert to online bill pay customer

- Convert to autopay customer

Position Qualifications

Experience/Education

Required Education: High School Diploma / GED

Required Work Experience:

- 1+ years of proven work experience in customer service or inside sales

- Minimum 2 years in an office environment preferred

Required Knowledge/Skills/Abilities

Microsoft Applications: Basic to intermediate proficiency in Word, Excel and Outlook

Additional Technology: Excellent phone skills and personality and computer literacy

Travel: None required

Communication: Exceptional verbal and written communication skills required

Additional Requirements:

- Must be able to work independently and effectively manage time

- Take responsibility regarding all aspects of daily tasks and actions

- Ensure all paperwork is complete and accurately submitted in a timely manner

- Ability to flourish with minimal guidance, be a proactive initiator

- Ability to negotiate well and be comfortable working with pricing numbers

- Great listening skills and the ability to position our solutions to customer problems and pain points

- Talent for communicating clearly over the phone and in writing via email

- Ability to remain positive in all interactions and develop strong customer relationships

- Strong organizational skills and attention to detail

- Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary

- Effectively collaborate with leadership and employees to establish goals and standards

- Demonstrate a strong commitment to customer service and safety

- Ability to be a positive representative of the Company both internally and externally

- Ability to always work with respect and cooperation with fellow employees and customers. Maintain professionalism, integrity, security, image and confidentiality of information and records as required by the position

- Attend all training and/or in-services

- Complete all PERC and other online training in a timely manner

- Daily attendance at the worksite is required

Physical/Working Requirements

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is:

- This position requires you to work from an office environment; this is not a hybrid or remote position.

- Prolonged sitting at a desk and working on a computer.

- Must be able to position, transport, lift and/or move up to 15 pounds at a time.

- Stand, walk, move across large areas in an office environment.

- Communicate with and exchange information verbally and in writing.

- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

- The noise level in the work environment is usually moderate.

Scope

Direct Reports: 0

Total Organization Employees: ~ 900

Total Organization States: 21

Total Organization Regions/Markets: 5

This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.

DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status.