ABOUT THE COMPANY

Joink, LLC was founded as an Internet Service Provider, providing dial-up, DSL and fixed wireless broadband Internet services.  Today, the company provides connectivity for customers who span the landscape from residential to enterprise using technologies that include leased lines, unlicensed wireless, licensed wireless, and fiber optics.  The company provides managed hosting services including virtual machine, web/email, and offsite backup storage.  The Company’s technology services group leverages its enterprise knowledge of networking, software, storage, and telephony technologies to provide design, installation, and continued supported around key technologies from companies such as VMware, Cisco, Veeam and Microsoft.  And most recently Joink offers managed services – a platform that provides consistent, stable, and reliable IT experiences for end users of PCs, tablets, mobile devices, network infrastructure, and printers delivered through a proactive and layered security approach.

POSITION SUMMARY

This position will be responsible for managing the residential Joink sales team(s), via the telephone call/on-line chat sales center.  The sales manager will oversee the daily rigor and metrics required to motivate the team towards achieving sales targets, plan the team’s schedule, and monitor KPIs and performance targets, and hold agents accountable to mutually agreed upon expectations.  This individual will coach and mentor by sitting with the team and engaging in calls with each representative.  The position will supervise a group of agents that focus on Single Family Home Fiber Internet, Telephone, and Fixed-Wireless Wireless Internet sales. 

REPORTS TO

• VP of Operations

SUPERVISES

• Residential Fiber Inbound Call Sales team(s)

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Maintain ultimate responsibility for team’s book of residential connectivity business that originates from inbound calls (Indiana and Illinois).
   1. Maximize channel efficiency, monitoring inbound answer time, handle time, call abandon rate, conversion rate, and other KPIs
   2. Monitor goals, incentives, and offers to ensure successful sales efforts and penetration
2. Cultivate the sales team by providing guidance and leadership
   1. Recruit and train captive staff, in partnership with internal Human Resources
   2. Motivate sales teams both in office huddles and individually, spending about 50% of the time coaching team members on calls
   3. Work with the team on appropriate pitch and close strategies
   4. Monitor rep level metrics daily, sharing and discussing key, agreed upon KPI’s. Such metrics include availability, conversion rate, call volume, connect ratios, and overall sales volume against targets
   5. Evaluate rep compliance with established processes and procedures and tools for capturing call and sales data
   6. Recognize and reward top performers, via huddle recognition or various incentives
3. Understand clients’ needs, establish credibility, and close sales
   1. Study customer feedback captured by the rep from the call
   2. Listen to inbound calls to hear customer questions and concerns
   3. Modify the pitch and close tactics to address common customer questions/concerns
4. Establish effective promotions and sales strategies and report on the performance of such efforts
5. Assist in development of sales goals, campaigns, and strategies to maximize Joink’s sales.
6. In collaboration with door-to-door manager, maintain and/or improve the Joink “sales playbook” to be used by Joink Residential Sales Team
7. Ensure short-term and long-term sales goals and report on goals and achievement to executive management
8. Work with Sales Analyst daily to review KPI’s, commission payouts, and other metrics that would allow for data-driven insights and strategic decision making for the team.
9. Work cross functionally with Operations to balance sales capacity/growth with operations capacity/growth
10. Embrace the opportunity to receive feedback from a Senior Sales Advisor

KNOWLEDGE, SKILLS, AND ABILITIES

• Must be comfortable engaging and communicating with Executive Management and external advisor(s)
• Able to work effectively with internal and external stakeholders
• Desire to train and mentor a team
• Excellent listening skills and ability to assimilate constructive feedback
• Able to convey technical knowledge in an understandable way
• Provide excellent written and verbal communication
• Be able to make excellent presentations to various groups
• Maintain exceptional customer service skills
• Proven ability to respectfully negotiate
• Able to troubleshoot problems
• Able to maintain a calm and professional demeanor at all times
• Able to work in a fast-paced environment, sometimes with tight deadlines
• Self-motivated and self-disciplined
• Able to work with minimal supervision, making good decisions that honor the company’s values and culture on an independent basis
• High level of confidentiality in handling all information
• Engaging and energetic personality

QUALIFICATIONS

• Bachelor’s degree in business-related field (preferred)
• 5+ years in sales, with 3+ years in a leadership/management capacity of inbound sales call center
• Proven experience delivering financially measurable results
• Proven ability to motivate a team
• Experience reporting up to Senior Management about success of team
• Ability to craft and administer commission and incentive plans for a team
• Proficiency with CRM software, Microsoft Office Suite
• Valid driver’s license and ability to drive a company vehicle
• Experience with a lead/opportunity management tool such as Salesforce.com
• Candidate must be willing to reside near or commute daily to Terre Haute, Indiana.

WORKING ENVIRONMENT

• 10 AM – 7 PM, Monday – Friday, with weekend work to support team as needed
• Occasional before work/after work meetings and events
• Less than 25% overnight travel, to other Joink markets

WHEN APPLYING

• Please prepare a cover letter explaining why you are an excellent fit for this position
• Please outline all work experience, detailing any relevant work experience
• Please outline all training and certifications achieved
• Please describe scenarios in which your logic and analytical abilities have allowed you to troubleshoot and solve problems effectively

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink, LLC is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.