Inside Sales Representative

The Inside Sales Representative (ISR) plays a critical role in generating revenue, building customer relationships, and ensuring the seamless execution of rental transactions.

As a proactive sales professional, the ISR uncovers customer needs, recommends equipment solutions, opens new accounts, and contributes to Sunstate's overall growth strategy. The ISR serves as a key point of contact for customers while partnering closely with Dispatch, Yard, Service, and Outside Sales Representatives (OSRs) to deliver an exceptional customer experience.

This role is guided by a structured competency framework and provides opportunities to develop the skills and experience needed for future Outside Sales and Operational leadership opportunities.

Each employee has a duty to be fully alert, unimpaired, and capable of safely performing their assigned job duties. Employees are expected to follow all company safety policies, procedures, and applicable regulatory requirements.

Employees are responsible for immediately reporting any condition that may affect their ability to safely perform their job duties.

• Engage customers confidently to uncover needs, recommend appropriate rental solutions, and expand orders through suggestive selling.
• Proactively open new customer accounts and identify opportunities to increase revenue per transaction.
• Assist customers with equipment selection by understanding job site requirements and Sunstate's fleet offerings.
• Participate in local sales campaigns and seasonal equipment initiatives designed to increase branch volume.
• Build and maintain strong customer relationships that support repeat business and long-term account growth.

• Maintain a consistent cadence of outbound calls and customer follow-ups to generate rental opportunities and drive revenue.
• Conduct proactive follow-up on leads generated from a variety of sources.
• Convert customer interest into rental opportunities through effective discovery, communication, and follow-through.
• Accurately document leads, customer interactions, and follow-up activities in Salesforce.
• Identify qualified opportunities and communicate leads to Outside Sales Representatives for continued development.

• Respond to customer inquiries with urgency, professionalism, and a customer-focused approach.
• Support walk-in customers and incoming phone calls, serving as a reliable first point of contact.
• Develop positive relationships with customers by providing knowledgeable, responsive, and professional service.
• Resolve service or rental issues promptly and empathetically while working toward effective solutions.
• Collaborate with internal teams to ensure seamless and timely communication throughout the customer experience.
• Maintain ownership of customer follow-ups and commitments through resolution.

• Execute all steps of the rental cycle, including reservations, contracts, deliveries, returns, and adjustments.
• Accurately process rental orders, collect required documentation, and enter information into RentalMan (AS400).
• Maintain accurate and complete customer and rental information in RentalMan and Salesforce.
• Monitor open contracts daily to support timely billing and resolution of issues, including damages, disputes, or other outstanding items.
• Ensure rental transactions and customer information are processed accurately and in accordance with established procedures.
• Demonstrate basic awareness of DOT-related regulations, including safe loading and hours of service, while supporting dispatch coordination or equipment delivery planning.

• Partner with Dispatch, Yard, Service, and Outside Sales Representatives to ensure customer expectations are met.
• Communicate special requests, deadlines, equipment needs, and changes to ensure alignment across teams.
• Maintain timely communication with internal teams regarding customer needs and rental activity.
• Share qualified leads and relevant customer information with appropriate team members.
• Support branch operations and other departments as needed to provide a seamless customer experience.

• Balance multiple customer demands with discipline, follow-through, accuracy, and urgency.
• Stay composed under pressure and demonstrate adaptability during high-volume or changing business conditions.
• Own follow-ups, commitments, and customer outcomes with personal accountability.
• Manage competing priorities while maintaining quality service, accuracy, and compliance.
• Demonstrate initiative and willingness to take ownership of tasks and customer needs.
• Seek feedback and continuously develop sales, customer service, and operational knowledge.

• Associate or bachelor's degree preferred; degrees in Business, Communications, or related fields preferred.
• Strong interpersonal skills with the ability to build rapport quickly with customers and teammates.
• Demonstrated ability to ask thoughtful questions, actively listen, and identify customer needs.
• Interest in sales, account management, customer success, or a related field, with a willingness to learn and grow.
• Confident communicator who is comfortable engaging customers by phone and in person.
• Strong customer service and relationship-building skills.
• Detail-oriented with the ability to process information accurately and follow established procedures.
• Organized and able to manage multiple tasks, customer requests, and follow-ups in a fast-paced environment.
• Self-starter who takes initiative, follows through on commitments, and seeks feedback to improve.
• Adaptable and resilient with the ability to remain positive and professional when faced with challenges or shifting priorities.
• Strong technology aptitude with the ability to learn and effectively use systems such as Salesforce and RentalMan (AS400).
• Familiarity with DOT guidelines related to equipment transportation is a plus.
• Proficiency in Microsoft Office, including Outlook, Excel, and Teams.
• Bilingual English/Spanish is a plus, depending on location.

The majority of work is performed indoors, with required exposure to outdoor environments and potential exposure to varying weather conditions and outside elements.

Employees may be required to work in and around the branch yard and heavy equipment. Personal protective equipment (PPE), including safety glasses, gloves, and other required equipment, must be used when applicable.

Requires regular presence at an assigned workstation with extended periods of sitting and standing. The position may require movement throughout the branch, yard, and other work areas.

Occasional travel may be required for training, meetings, branch coverage, or other business needs.

Ability to lift up to 25 pounds, occasionally lift up to 50 pounds, and potentially lift up to 90 pounds with the assistance of a lifting aid.

Employees may work in an environment with inherent risks associated with large industrial equipment and heavy machinery.

Potential exposure may include gasoline, diesel fuel, propane, cleaning solvents, and other materials commonly used in equipment rental operations. Employees are expected to follow all applicable safety procedures, training requirements, and PPE guidelines.