Sales & Customer Experience Representative - 21034

• Take inbound sales calls, live chat, and texts from homeowners, contractors, and sauna builders
• Make outbound calls and texts to warm prospects who've enquired, requested a quote, or abandoned a cart, and to existing customers for follow-up
• Research the right solution for a customer's build and recommend products based on their room, timeline, and budget
• Create and send quotes in Shopify
• Follow up relentlessly on open quotes. This is where most of the commission lives
• Take orders over the phone

• Handle inbound support calls, live chat, and email
• Answer technical questions about heater and sauna specifications
• Work through customer problems, including liaising with vendors' technical teams to get a real answer rather than a guess
• Process returns and refunds
• Follow up after equipment arrives to confirm the install went well and catch problems early

• Near-native spoken and written English: clear enough for an American to understand on a bad phone connection, and clean enough to write a quote email to a contractor
• Real sales experience selling something expensive over the phone or by email (e.g. HVAC, hot tubs, pools, generators, solar, appliances, windows, building materials, insurance, real estate)
• Comfortable with a customer who says "let me think about it," and willing to follow up until you get an answer
• Organized enough to keep 30+ open quotes moving without dropping any
• Typing speed of 45+ WPM
• Reliable internet (10 Mbps+) and a quiet place to take calls
• Availability to work full U.S. Eastern business hours

Genuinely nice to have, not required:

• Shopify experience
• Background in saunas, spas, pools, hot tubs, construction, or home improvement
• Basic electrical literacy (volts, amps, breakers)

You do not need to know anything about saunas. We'll teach you the product properly. What we can't teach is how you sound on the phone and whether you chase a quote.

You are:

• Warm and easy to trust on the phone, consultative rather than pushy on a considered, high-ticket purchase
• Persistent, you chase an open quote until you get a yes or a no, and you don't let "let me think about it" be the end of it
• Highly organized, comfortable juggling dozens of open quotes and follow-ups at once without losing track
• Self-directed during the quiet stretches of research, quoting, and email, not just reactive on calls
• Resilient and level-headed when working through a frustrated customer or a return
• Looking for a long-term home with room to grow into a leadership role