The Sales Development Representative serves as the first point of contact for customers, handling inbound and outbound calls related to scheduling, service inquiries, and customer support. Provides professional, courteous, and efficient service to ensure customer satisfaction and loyalty. This role is the bridge between a homeowner’s interest and a booked consultation, the single most important conversion point in our sales process.
What you'll do:
Inbound Lead Management
Respond quickly to inbound phone calls, web inquiries, and marketing leads
Engage homeowners to understand project needs and qualify opportunities
Schedule in-home consultations for the sales team
Ensure a professional and positive first impression of the company
Outbound Lead Follow-Up
Conduct outbound calls to follow up on new leads, past inquiries, and marketing campaigns
Re-engage homeowners who have not yet scheduled appointments
Confirm upcoming appointments and reduce cancellations or no-shows
Customer Engagement
Educate homeowners on our services and the consultation process
Handle basic questions about services, timelines, and expectations
Provide a friendly and professional customer experience
CRM & Administrative Duties
Accurately document customer interactions in the CRM system
Track appointment bookings, call outcomes, and follow-up activity
Maintain organized lead records and ensure timely follow-up
Performance & Team Contribution
Meet or exceed daily and weekly performance metrics including calls, contact rate, set rate, issue rate, demo rate, booked appointments, and revenue per set appointment.
Collaborate with the sales team to ensure smooth appointment handoffs
Participate in team meetings, training, and coaching sessions
What we are looking for:
To effectively perform the duties for this position, individuals must be able to demonstrate competencies that are essential to the position, which include:
High school diploma or equivalent; some college preferred.
1+ year of customer service or call center experience.
Natural ability to lead a conversation while building rapport quickly over the phone.
Strong communication and problem-solving skills.
Proficient in Google Workspace, Microsoft Office and CRM systems.
Comfortable working in a fast-paced, growing environment with limited structure.
Bilingual (English/Spanish) a plus but not required.