Department Manager, Inside Sales

About the role

The mission for the Inside Sales Manager is to drive company growth by leading a high‑performing inside sales organization that consistently converts leads into loyal customers while delivering exceptional customer experiences. This role is responsible for overseeing inside sales operations, sales performance, lead conversion, revenue generation, employee development, sales training, customer experience, workforce performance, and process improvement initiatives. This is done by developing people, creating accountability, optimizing sales processes, and fostering a customer‑first culture that supports sustainable growth and recurring revenue.

Responsibilities

• Lead all Inside Sales Department operations.
• Lead all Inside Sales operations and daily sales activities.
• Drive sales conversion, revenue generation, and department KPI achievement.
• Own inbound and outbound inside sales strategy.
• Develop and execute sales processes that improve lead conversion and customer experience.
• Conduct regular coaching, performance conversations, and development planning with team members.
• Conduct scheduled 1:1 meetings and performance reviews.
• Monitor department KPIs including Average Contract Value, Sales Service Ratio, AutoPay Enrollment, Signed Agreements, QA, and Welcome Call completion.
• Develop, maintain, and improve sales scripts, objection handling techniques, and closing strategies.
• Partner with Marketing to optimize lead generation efforts and improve lead quality.
• Analyze sales performance trends and provide recommendations for improvement.
• Develop and implement incentive programs that drive performance and engagement.
• Facilitate Daily Office Trainings and ongoing sales development activities.
• Support onboarding and training of new Inside Sales team members.
• Partner with Operations, Scheduling, Customer Care, and Branch Leadership to ensure a seamless customer experience.
• Monitor customer feedback and identify opportunities to improve the sales process.
• Review escalated sales concerns and customer issues.
• Drive accountability through observations, evaluations, coaching, and performance improvement plans.
• Develop future leaders and support succession planning efforts.
• Ensure compliance with company policies, standards, and customer experience expectations.

Supervisory Responsibility

Directly supervises Team Members, Supervisors, Coaches, and Trainers.

Competencies

• Results Driven
• Sales Leadership
• Customer Experience
• Coaching & Development
• Communication Skills
• Accountability & Execution
• Revenue Growth Mindset
• Sales Strategy
• Negotiation Skills
• Objection Handling
• Process Improvement
• Data Analysis & KPI Management
• Leadership Development
• Organizational Skills
• Problem Solving & Decision Making
• Cross‑Functional Collaboration
• Workforce Management
• Change Management
• Professionalism
• Continuous Improvement

Required Education and Experience

• High School Diploma or GED required.
• Minimum 3 years of inside sales, sales, customer service, customer acquisition, or contact center experience.
• Minimum 1 year of leadership, team lead, trainer, coach, or supervisor experience.
• Proven experience achieving and exceeding sales goals in a KPI‑driven environment.
• Experience coaching, developing, and holding team members accountable to performance standards.
• Strong understanding of consultative selling, objection handling, and closing techniques.
• Experience reviewing sales metrics, performance reports, and operational KPIs.
• Strong communication, leadership, organizational, and problem‑solving skills.
• Experience using CRM systems, sales reporting tools, Google Workspace, and customer communication platforms.
• Ability to manage multiple priorities while maintaining attention to detail and customer experience standards.

Preferred Education and Experience

• Associate's Degree or Bachelor's Degree in Business, Marketing, Communications, Management, or a related field preferred.
• 5+ years of inside sales, business development, customer acquisition, or contact center sales experience.
• Experience leading high‑volume inside sales or call center sales organizations.
• Experience creating sales training programs, scripts, coaching plans, and performance improvement initiatives.
• Experience with workforce management, staffing, forecasting, and productivity planning.
• Experience conducting observations, evaluations, QA reviews, and structured coaching programs.
• Experience with PestRoutes, FieldRoutes, NICE, Salesforce, HubSpot, or similar CRM and contact center systems.
• Experience in pest control, home services, recurring revenue, subscription‑based, or service‑industry environments preferred.
• Experience partnering with Marketing to improve lead generation, lead quality, and conversion rates.
• Experience supporting rapid organizational growth and operational scaling.
• Experience developing future leaders and building high‑performing sales cultures.

Schedule

This is a full‑time salary position. Additional hours may be required during peak operational periods, seasonal demand, or staffing shortages.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.