Role: Client Services Specialist

Reporting to:Associate Director of Inside Sales

Mission/Purpose:

The Discovery Team exists to be the front end of AOS, handling most all inbound communication from prospective and existing clients. In short, their primary focus is to turn marketing efforts into project opportunities for the sales team. Along the way, their mission is to “Discover More”, understand more about a prospect’s desired project, gain insight into what is important to each individual prospect, and identify the “why” behind the project. By focusing on meeting with interested and qualified prospects, Allied can more efficiently earn projects for the production team. This is done via phone and Zoom calls.

Additionally, the Discovery Team handles social media comments and messages (identifying interested prospects and setting up a time to meet with a designer), inbound communication from existing clients (allowing the production team to focus on their work without the distraction of a ringing phone), solicitation calls (protecting other departments’ time and focus), and all variations of appointment adjustments (protecting the sales team from constantly-changing schedules). With a focus on lightening the load for other teams, the Discovery Team strives to help all of Allied #WinTogether.

Role Competencies:

Interpersonal Effectiveness
Attention to Detail
Fast Response Times
Persuasiveness
Conflict Management
Assertiveness & Hustle
Client-oriented
Team-oriented
Active Listening

Technical Knowledge:

Required:

Familiarity and experience using CRM Tools
Knowledge of MS Office Suite and Google Suite
Ability to quickly learn new tools

Desired:

Experience with Slack and/or RingCentral
Background or knowledge of construction best practices
Background in inside sales or appointment setting

Culture Fit:

Win Together
Fail Forward
Be Relentlessly Resourceful
Be Inspiring
Communicate Constructively
Walk the Second Mile

Qualifications:

Required:

Experience on the phone communicating with prospects/clients
Energized by talking with people
Possesses excellent communication skills and interpersonal abilities
Should have examples of:
- Active Listening
- Balancing ‘Wants’ vs ‘Needs’
- Attending to relationships
- Exhibiting a sense of mastery and self-respect

Desired:

Can demonstrate top performancein past salesor customer service roles
Experience in construction or related field
Understanding of construction management processes

Building Blocks (KPIs):

Primary:Revenue Generated
Secondary: Call Activity Metrics

Timely Measurables:

First 30 Days:
- More excited to speak with customers than when you started
- Proficient in every platform (Core, RingCentral, Zoom, Slack, Google Suite)
- Able to locate and track team metrics
- Able to quickly navigate and utilize The Playbook (familiarity, grasp, comprehend)
First 90 Days:
- More excited to speak with customers than when you started?
- Quality of questions has improved
- Appointment Cancel % is below 10% & No Show % is below 1.0%
- Comfortable with high majority of calls and customer questions
- Know where/who/how to get complex questions answered
- Able to relate phone calls/interactions to our core values
- Understanding of the life of a job (Full lifecycle and company lingo)
- Understanding of the different roles/departments and key individuals throughout

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Inside Sales Team - Client Services Specialist