THE ROLE
The Inside Sales Representative sits at the intersection of customer service and sales. On any given day the role includes answering inbound calls, supporting the CA pipeline, following up on unconverted estimates, and closing deals. It requires the same customer-facing professionalism as a service role and the same commercial mindset as a sales role – neither side of that is optional.
This is not a traditional CSR position with a sales add-on. Sales is a core function of the role, not a secondary responsibility.
INBOUND RESPONSIBILITIES
Inbound call answering and scheduling and dispatching are shared responsibilities across the office team. The Inside Sales Representative carries full ownership of these functions alongside the broader CSR team. Every customer interaction – whether it is a new call, a service request, or a follow-up inquiry – is handled with the same level of professionalism and urgency regardless of what else is on the plate.
The standard for inbound is simple: every call answered, every customer taken care of, every scheduling request handled accurately and promptly in Workiz.
CA PIPELINE SUPPORT
The Inside Sales Representative is active on every Comfort Advisor lead from the moment the estimate is sent. This is not a handoff – it is a parallel track. While the CA owns the in-person relationship, inside sales works the pipeline behind the scenes, making contact with the customer within 24–48 hours of estimate delivery, monitoring response, and stepping in to close when the timing is right.
Whoever is best positioned to move a lead forward at any given moment is the person who makes the move – regardless of who created the lead or who ran the appointment. The goal is a closed job. Everything else is secondary.
When a customer reaches out directly to the CA after inside sales has been working the lead, the CA updates Workiz immediately so inside sales stays current. The same applies in reverse. No lead should ever have a gap in the record because one person didn’t know what the other had already said.
OUTBOUND PROSPECTING
The Inside Sales Representative is responsible for outbound prospecting to previous estimate leads that never converted. These are customers who received a GES proposal, did not sign, and have not been recontacted. They are warm – they know GES, they have a price, and they may be in a different position than they were when the estimate was first sent.
Outbound prospecting is pipeline-driven, not quota-driven. The expectation is that no unconverted estimate sits untouched indefinitely. Every open estimate in Workiz should have a documented follow-up status and a next action.
MEMBERSHIP RENEWALS
Membership renewals are a shared responsibility across the CSR team including the Inside Sales Representative. Renewals and seasonal scheduling are handled collectively – no single person owns the full process but every person on the team is accountable for their portion of it.
WORKIZ – DOCUMENTATION STANDARDS
Workiz is the system of record for every customer interaction, outbound call, follow-up, and pipeline update. Every activity must be documented in real time – not at the end of the day, not from memory.
The standard for every Workiz record:
- All outbound calls and follow-up attempts logged with date, outcome, and next step
- Estimate status kept current – sent, follow-up needed, verbal yes, signed, lost
- Any change in customer sentiment or circumstances noted immediately
- No open lead without a documented next action
A complete Workiz record means the CA can pick up exactly where inside sales left off without a conversation – and vice versa. An incomplete record means deals fall through the gap between two people who both thought the other had it covered.
WEEKLY PIPELINE REVIEW
The Inside Sales Representative and Comfort Advisor conduct a weekly pipeline review together. Every active lead is on the table – where it stands, what the customer’s last response was, what the next move is, and who is making it. This is the primary alignment point between the two roles and should be treated accordingly. It is not a status update – it is a strategy session.