Sales and Customer Service Agent

About Surv
At Surv, we unite local communities by providing jobs that act as a pivotal point for young adults to springboard into a full and meaningful life. Our team is committed to delivering affordable, high-quality odd-job services for both neighbors and businesses, fostering a culture of servitude and connection within our communities.

About the Role
At Surv, our customers are more than just clients—they are our neighbors and an essential part of the communities we serve. As a Neighbor Success Associate (NSA), you will play a crucial role in shaping their experiences before and after a job is completed. Your role will involve engaging with both repeat and new customers, ensuring they feel valued and integrated into our service ecosystem. This is not a traditional sales position; rather, it’s an opportunity to invite members of our community to rediscover the power of service while introducing new customers to the full range of our offerings.

Responsibilities
As Surv continues to grow, adaptability is key. The NSA role will evolve with the needs of the company, and responsibilities may shift accordingly. Primary functions include:

• Achieve Sales KPIs: Consistently meet or exceed key performance indicators (KPIs) related to the total value and number of confirmed bookings. Speed is essential to our customers, so we prioritize creating the most expedited booking process possible.
• Proactively Follow Up with Potential Customers: Conduct routine follow-ups with interested customers to nurture relationships and confirm bookings.
• Handle Incoming Calls Efficiently: Answer every phone call promptly and professionally, ensuring all customer inquiries are addressed without missed opportunities.
• Collaborate with the Operations Team: Work closely with Surv operations and internal teams to gather necessary information and provide comprehensive answers to customer concerns.
• Maintain a Strong Sales Pipeline: Keep detailed records of customer interactions, follow-ups, and potential opportunities to ensure a steady flow of bookings.
• Overcome Customer Objections: Identify customer concerns and objections, addressing them with effective solutions to move them toward a booking decision.
• Stay Knowledgeable on Services and Pricing: Continuously develop expertise on the company’s offerings to confidently communicate value propositions and recommend the best solutions for customers.
• Drive Customer Satisfaction: Ensure a positive customer experience by delivering excellent communication, addressing customer needs, and building strong relationships to encourage repeat business and referrals.
• Adapt to Changing Sales Strategies: Stay agile and open to refining sales techniques based on performance insights, customer feedback, and company initiatives.
• Contribute to Team Success: Participate in team discussions, share best practices, and support colleagues to enhance overall sales performance.

What We Are Looking For

• Comfortable spending the majority of the workday on the phone, including handling challenging customer conversations.
• A strong willingness to learn, grow, and continuously improve.
• Passion for problem-solving and an ability to think critically to find effective solutions.

Requirements

• Excellent interpersonal and communication skills to work collaboratively within a team environment.
• Adaptability and flexibility to thrive in a fast-paced, evolving company.
• Minimum typing speed of 50 WPM.
• Must be willing to undergo a background check and be legally authorized to work in the U.S.
• Must have a smartphone and a laptop to perform job responsibilities effectively.

What Training Will Look Like
The paid training typically takes two weeks to complete, but we consider the initial 90-day period essential for full proficiency. There’s a lot of exciting and valuable information to learn, and you’ll receive support every step of the way—even if you’ve never worked for a home services business before. 

• Week 1-2
  • Phase 1: Understanding the Business from the Ground Up
    You’ll gain an in-depth understanding of Surv from a service-level perspective. We’ll introduce you to the types of jobs we perform and demonstrate how they are executed. Since you’ll be collaborating with Neighbors on various projects, it’s important to have foundational knowledge of how they are completed.
  • Phase 2: Learning Our Service Offerings and Policies
    You’ll familiarize yourself with our service products, pricing model, and business policies to ensure you can confidently communicate and guide customers through their options.
  • Phase 3: Training on Business Software
    We’ll provide hands-on training with the software tools we use to operate efficiently, giving you the skills needed to navigate our platforms.
  • Phase 4: Practical Software Application
    You’ll begin applying what you’ve learned by using the software in real scenarios, with our team guiding you through the process.
• Week 3 
  • Phase 5: Monitored Application
    You’ll start handling tasks independently while we remain on standby to assist and answer any questions as they arise.
• Week 4
  • Training Complete 

By the fourth week, you’ll be working more independently with weekly reviews to ensure continued growth and success. You will find that you receive a lot of support from other members of the team. 

Offer Details

• Location: Hybrid (In-office some days)
  • First 30 Days: Required to work in-office daily
  • After 30 Days: Eligible for one work-from-home day per week, based on performance review
  • After 90 Days: Eligible for two work-from-home days per week, based on performance review
• Hourly Compensation: $15-$20 per hour, based on experience
• Commission Bonus Structure:
  • Eligible for commission-based bonuses after 60 days and upon performance review