Inside Sales Support

Key Responsibilities

• Serve as primary point of contact for incoming sales inquiries, convert leads into service or project work, and maintain timely communication with customers and field teams.
• Cook up scheduling and dispatching of service technicians and installers to optimize routes, meet customer expectations, and minimize downtime.
• Manage vendor relationships including obtaining quotes, negotiating lead times, tracking deliveries, and resolving supply issues.
• Prepare accurate estimates, proposals, and bills of material (BOM) for service calls, maintenance agreements, and installation projects; collaborate with sales and operations to finalize pricing.
• Process RFQs/RFIs, purchase orders (POs), and order entry ensuring parts and equipment are ordered correctly and on schedule.
• Maintain and update CRM records (Salesforce, ServiceTitan, Jobber), track job status, and generate activity reports for sales and operations leadership.
• Aid with parts ordering and inventory coordination, working closely with warehouse and procurement to maintain adequate stock levels.
• Review technical drawings and specifications with field staff; coordinate clarification requests and ensure scope of work is clearly documented.
• Support compliance with local HVAC codes, manufacturer installation requirements, and company safety standards; escalate issues to project management as needed.
• Utilize Microsoft Excel for reporting and data analysis (VLOOKUPs, pivot tables) and collaborate with finance/ERP teams when necessary.
• Provide excellent customer service by following up on job progress, handling scheduling changes, and documenting customer feedback.

Qualifications

• Practical experience with residential and commercial HVAC systems and terminology.
• Demonstrated experience in scheduling and dispatching field technicians, optimizing routes, and managing service calendars.
• Experience in vendor managementsourcing parts/equipment, tracking lead times, and resolving delivery issues.
• Strong verbal and written communication skills, customer service orientation, and the ability to work cross-functionally with operations and sales.
• Proficiency with CRM and order entry systems; experience with Salesforce, ServiceTitan, Jobber, or similar platforms strongly preferred.
• Proficient with Microsoft Office/Google Workspace; strong Excel skills (VLOOKUPs, pivot tables) for reporting and analysis.
• Knowledge of chillers, packaged units, furnaces, split systems, heat pumps, boilers, and refrigeration cycle fundamentals.
• Familiarity with HVAC controls and thermostats (BAS/DDC), duct design and airflow, piping and hydronic systems, and reading technical drawings/blueprints.
• EPA 608 refrigerant handling certification and experience with refrigerant handling best practices.
• Experience with estimating and quoting tools, proposal generation, BOM preparation, and RFQ/RFI processing.
• Experience with parts ordering, inventory management, and ERP systems such as SAP or Oracle.
• Familiarity with codes and standards (ASHRAE, local HVAC codes) and energy efficiency programs/rebates.
• Experience with FieldEdge, HubSpot, Parts ordering systems, and service-management platforms.
• Strong attention to detail, organizational skills, ability to manage multiple priorities, and a proactive approach to problem-solving.