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Inside Sales and Service Representative Customer Service / Tampa, FL

Inside Sales and Service Representative


Position Overview:


The Inside Sales and Service position is critical to overall growth and daily operations with the specific objective of developing new business, growing assigned accounts, converting prospects to new customers, and managing incoming work. This position is very diverse and rewarding.


This role is a hybrid position that crosses the Sales Position and the Customer Service Role and encompasses both the sales phase (capturing leads and lead conversion), as well as, providing service to existing customers. It involves a significant amount of proactive phone and email communications. Excellent verbal and written communications skills are important.


The sales effort will be focused on proactive communications with prospects and customers, which will include estimate follow-up, satisfaction calls, dormant account calls, marketing list verification and promoting Center initiatives. The service functions of this role include answering phones, handling walk-in customers, writing up estimates and orders, and on-going communications required to complete the production process.


Primary Responsibilities:

The primary responsibilities of this position are to develop new business, grow sales, ensure current customer satisfaction through excellent service, on-going communication with customers & prospects, and on-going service and support to walk-in and call-in customers.


Monthly sales and activity goals will be clearly defined and established with your supervisor and reviewed weekly.


Approximately 65% of the time will be dedicated to proactive sales effort and 35% of the time handling customer service and marketing support, as assigned. This can be difficult to manage and is very dynamic in nature and will be the responsibility of the employee to ensure that both are handled appropriately.


Job Functions:

Sales activities will include but are not limited to:

  • Managing and growing a target list of prospects and customers
  • Proactive phone calling
  • Estimate follow-up & tracking
  • Dormant account calls
  • Customer satisfaction calls
  • List verification calls
  • Capturing leads and adding them to the marketing cycle
  • Weekly reporting of sales activities
  • Annual sales planning

Customer Service activities will include but are not limited to:

  • Managing incoming calls for the Center
  • Writing estimates and work orders
  • Assisting walk-in customers
  • Handle routine questions and requests by customers
  • On-going filing and organization of customer service area
  • Following-up on work being produced to ensure accurate and timely delivery
  • Deal with customer complaints and concerns, facilitating satisfactory resolution as quickly as possible
  • Working with other sales people in the Center to support them as needed

Expected Areas of Proficiency:

  • Effective utilization of a Customer Relationship Management (CRM) software
  • Understanding of the overall marketing programs being used by the Center
  • Proficient with Center estimating software (Print Smith or Printer’s Plan)
  • Cross-selling, up-selling, closing and Solution Selling techniques
  • Understanding of the Marketing Services Provider Strategy
  • Complete understanding of the product and service offerings of the Center
  • Generate new and repeat sales by providing product and technical information in a timely manner
  • Answer the telephone using the company's procedures for incoming calls and direct calls appropriately.
  • Determine customer requirements and expectations in order to recommend specific products and solutions
  • Recommend alternate products based on customer specifications
  • Present price, credit and terms in accordance with company policy and procedures
  • Accurately process customer orders and quotes
  • Proactively recommend products and services needed by customers to increase customer satisfaction and improve transaction profitability
  • Contact customers following order delivery to ensure on-going customer satisfaction and resolve any complaints
  • Perform routine follow-up calls
  • Perform other duties as assigned

Job Requirements:

  • Present a professional image and demeanor at all times
  • Deliver superior customer service
  • Effective listening, communication (verbal and written), negotiation and phone skills
  • Knowledge of company products and services
  • Problem-solving ability
  • Comfortable in a fast-paced environment
  • Ability to handle difficult customers with diplomacy and tact
  • Manages time effectively and adapts quickly to changing priorities
  • Able to multi-task
  • Basic math skills
  • Basic understanding of effective selling strategies and techniques
  • Superior organizational skills
  • Computer skills: Microsoft Office, Excel, Internet

Education and Experience:           

  • High School Diploma/GED
  • Minimum 2-years in similar position
Knowledge of estimating software
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5609 E. Hillsborough Ave.
Tampa, FL 33610


Steve Albritton

How to Apply

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