Summary
The Sales Operations Specialist connects prospective customers, the sales team, and the service department. This role rapidly responds to inbound leads, schedules appointments, and maintains accurate data in Zoho CRM. Additionally, the Specialist fields service calls, coordinates with the service team, and assists sales leadership with processing deals. The 40-hour workweek is flexibly split between Sales operations (approx. 25 hours/week) and Service coordination (approx. 15 hours/week).
Essential Functions
Lead Processing & Outreach
(Sales - Approx. 25 hours/week)
- Review overnight leads, contact new prospects promptly, schedule appointments, and document all call outcomes in the CRM.
- Conduct persistent outreach by calling and texting unresponsive leads.
- Manage the sales calendar. Send appointment reminders, confirm attendance, follow up on missed appointments, and process schedule changes.
- Assist the Sales Support Specialist to transition closed deals and update project statuses.
CRM Administration & Reporting
(Cross-Departmental)
- Maintain data integrity within the company CRM by accurately recording customer information from inbound and outbound calls, verify data, manage lead statuses, and resolve duplicate records.
- Generate daily reports and coordinate next-day appointments and follow-up schedules for the sales team.
Inbound Communications & Service Coordination
(Service - Approx. 15 hours/week)
- Answer and prioritize incoming phone leads and service inquiries.
- Complete initial intakes accurately and route new requests or existing tickets to the appropriate team members per department standards.
- Respond to missed calls, voicemails, and web inquiries, and maintain accurate logs of all contact attempts.
- Provide accurate service pricing to customers utilizing standardized quoting procedures and approved departmental resources.
- Assist with service scheduling, execute assigned outbound follow-up calls, and thoroughly documenting the outcome of each interaction.
Key Results
- Strong conversion of inbound leads to scheduled appointments
- Minimized appointment no-show rates through proactive customer engagement
- Consistent data integrity and up-to-date deal statuses within the company CRM
- Seamless and efficient information handoffs between the sales and service teams
Competencies
- Advanced Communication Skills
- Customer Focus
- Organization & Time Management
- CRM / Technical Proficiency
- Adaptable / Flexible
- Solutions Driven
- Attention to Detail
- Team Collaboration
Work Environment
This role operates on a standard Monday through Friday schedule, consisting of 8-hour shifts (40 hours per week). The weekly workload is flexibly split between Sales operations (approx. 25 hours) and Service coordination (approx. 15 hours).
The work location is primarily based in the Tucson business office. It requires the routine use of standard business equipment, including PCs or laptops and handheld devices such as smartphones or tablets, to manage high-volume inbound and outbound communications and CRM systems.
Physical Requirements
On occasions, light lifting of common office equipment may require manual dexterity for items weighing up to 25 pounds.
Education And Experience
- High school diploma or equivalent required; some college coursework or degree preferred.
- 1–3 years of previous experience in appointment setting, inbound/outbound customer service, or sales administration.
- Demonstrated experience navigating and updating CRM platforms (Zoho experience is highly desirable).
- Previous experience in the solar, construction, or home services industry is a plus.
