Inside Sales Representative - Residential

Pinnacle Propane, LLC, a leading provider in the propane industry, is on the hunt for a dynamic and driven Inside Sales Representative, Residential, to join our growing team. If you are passionate about building relationships, identifying new business opportunities, and driving growth, we want to hear from you!

Why Join Pinnacle Propane?

At Pinnacle Propane, we pride ourselves on delivering safety, reliability, and exceptional customer service. Our commitment to innovation and sustainability positions us as a trusted partner for residential, commercial, and industrial propane solutions. Join us in making a difference in our community by providing top-notch propane services that power homes and businesses.

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits: Including medical, vision, dental insurances, amongst others.
• Life Insurance: Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan: Employer contributions to help you save for the future.

Position Summary

OBJECTIVE

The Inside Sales Representative combines sales, upselling, customer relationship management, and account management to support residential growth. This role is equally focused on winning business and helping customers successfully begin service, owning the customer journey from the initial inquiry through account creation and the first completed propane delivery.

Responsibilities include qualifying opportunities, recommending appropriate products and programs, closing sales, completing accurate account setup, and coordinating with internal teams to keep each customer moving toward their first delivery. Success means more than opening an account: it means following through on commitments, resolving onboarding barriers, keeping customers informed, and ensuring a smooth start to service.

The representative also conducts outbound prospecting, follows up on unconverted leads, reengages customers, and identifies opportunities to strengthen customer relationships through relevant service and program recommendations.

COMPENSATION AND INCENTIVES

In addition to regular pay, this position offers the opportunity to earn incentives for acquiring new residential customers under the company's applicable incentive plan. Incentive eligibility, requirements, and payment details will be communicated separately.

ESSENTIAL DUTIES & RESPONSIBILITIES

INBOUND NEW CUSTOMER SALES

• Handle inbound new customer inquiries and marketing-generated leads, responding within the published speed-to-lead standard and treating every lead as time-sensitive.
• Work the daily assigned lead queue in priority order and complete the full contact cadence before a lead is dispositioned.
• Qualify each opportunity using the standard qualification set: service address and serviceability, tank ownership and size, current supplier and contract status, expected usage, decision timing, and credit path.
• Maintain ownership of new-customer questions and account needs through the first completed delivery, coordinating with Customer Care, Service, and Dispatch as needed. Route routine existing-customer service requests to the appropriate team, while supporting assigned sales, upselling, retention, and account management activities.
• Disposition every lead in Salesforce with an accurate outcome and next step; never leave a lead without an owner or a date.
• Identify and flag leads that do not meet the agreed acceptance criteria so lead quality issues return to Marketing rather than being absorbed.

OUTBOUND ACQUISITION, RECOVERY & PROGRAM CONVERSION

• Complete the assigned outbound prospecting blocks every day; outbound production is a separate accountability from inbound conversion and is not satisfied by inbound volume.
• Prospect net-new residential customers in target ZIP codes selected for delivery density around existing routes, so new accounts strengthen route economics rather than dilute them.
• Work the recovery target set in published priority order, highest value first: accounts sold but never filled, accounts aged beyond the standard with no fill, then leads that never converted, recency-ranked.
• Run outbound conversion of will-call customers to automatic delivery, positioning reliability, budget stability, and price certainty; will-call is the majority of the residential base and churns at roughly twice the keep-full rate.
• Generate and work referrals from existing customers, builders, realtors, HVAC and plumbing trades, and community contacts, and contact only records that have been consent and do-not-contact screened.

CONVERSION, PROGRAM SELLING & ACCOUNT SET-UP

• Lead the sales conversation using the approved residential playbook rather than answering questions and waiting for the customer to decide, and ask for the business on every qualified call.
• Recommend automatic delivery and budget or level-pay enrollment as the default on every new account, and record the customer's program election.
• Quote accurately using current approved pricing and capture the quoted price correctly at order entry so that no downstream billing adjustment is created.
• Complete new account set-up accurately and in full at the point of sale, including all fields required for delivery, billing, and compliance.
• Schedule or trigger the required site inspection and tank set, track every sold account through to first fill delivered, and make the welcome contact after first fill.
• Coordinate directly with Onboarding, Service, and Dispatch to remove scheduling and work-order gaps, and escalate any account that exceeds the published cycle-time standard from sale to fill.

OUTBOUND RETENTION, WIN-BACK & CRM DISCIPLINE

• Work assigned at-risk lists on the defined cadence, including consumption alerts and customers whose usage or ordering pattern has changed; roughly one in eight residential customers already sits on the at-risk register.
• Work assigned win-back lists for customers lost within the prior eighteen months, prioritized by volume and recoverability.
• Handle warm transfers from the Customer Relationship Center where the save requires a sales solution, within approved authority limits, and record a reason for loss from the standard code set on every lost account worked.
• Use Salesforce as the single system of record for all lead, opportunity, and customer activity; log every contact attempt, conversation, quote, and commitment on the record the same day.
• Participate in the daily lead working cadence, the weekly funnel review, and call reviews and coaching sessions, and apply the coaching received.

QUALIFICATIONS AND REQUIREMENTS

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 2+ years in inside sales, telesales, or customer acquisition with a conversion target, including hands-on outbound calling.
• Demonstrated record of meeting or exceeding a conversion, retention, or revenue target, including self-sourced or outbound-sourced production.
• Experience in propane, home heating oil, utilities, HVAC, home services, insurance, or another consumer service sold by phone preferred.
• Experience working a CRM-managed lead queue, Salesforce preferred.
• Willingness and resilience to prospect: initiates outbound calls to people who did not ask to be called, works a cadence, and handles rejection without slowing down.
• Working knowledge of residential propane service, or the ability to learn it quickly, including will-call versus automatic delivery, tank ownership, budget programs, and the site inspection requirement before first fill.
• Strong verbal communication and active listening; calm and credible with frustrated customers.
• Bilingual English and Spanish preferred.

WORK LOCATION AND SCHEDULE

This position requires working in the office five days per week for the first six months, after which a hybrid schedule may become available. Employees will follow an assigned work schedule, and depending on customer demand and business needs, scheduled hours may include early mornings, evenings, and/or weekends.

PHYSICAL DEMANDS

This position operates in an office or contact center environment, involving sustained telephone and computer work across both inbound new-customer calls and scheduled outbound calling blocks. The role uses CRM, telephony, quoting, and billing systems concurrently throughout the shift.

Occasional travel to a service center or depot may be required for training, ride-along observation, or team meetings.

DISCLAIMER: This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all required responsibilities, duties, or qualifications. Responsibilities may be modified based on business needs and organizational requirements.

EEO Statement: Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action.

Reasonable Accommodations: Pinnacle Propane is dedicated to providing reasonable accommodations for job applicants with disabilities. Should you require assistance or an accommodation during the application process due to a disability, kindly email recruiting@pinnaclepropane.com.

Pinnacle Propane strives to ensure its careers website is accessible to everyone, including individuals with disabilities. If you encounter any difficulties accessing Pinnacle Propane's careers website, please reach out to us at recruiting@pinnaclepropane.com so that we can offer the information or assistance you need through alternative methods and/or discuss a reasonable accommodation for the application process.

Drug-Free Workplace: Pinnacle Propane maintains a drug-free workplace. Employment is contingent upon successful completion of all applicable pre-employment requirements, including drug testing.

Solicitation Disclaimer: Pinnacle Propane does not accept unsolicited resumes or applications from recruitment agencies. Any unsolicited information submitted to Pinnacle Propane by third-party agencies will be considered property of Pinnacle Propane, and we will not be responsible for any fees associated with such submissions.