Specialist, Insides Sales (Virginia Beach)

Basic Function:

The Inside Sales Specialist works to grow the Virginia Natural Gas (VNG) business by assisting Account Executives in the creation and fulfillment of new business projects, facilitating the addition of incremental load to existing residential customers, and performing additional inside sales responsibilities in support of company growth.

 

Representative Duties and Responsibilities:

• Works with residential and commercial applicants in the VNG market to facilitate their need for incremental load to serve additional appliances being added to their home or business.
• Ensure that all tasks associated with installation of service lines, meter sets and meter upgrades are completed in a prompt and proactive manner so that the customer experiences a timely and worry-free transition to natural gas.
• Document, evaluate, and process residential added load projects with applicants by obtaining and processing essential project information such as plats, site plans, load and pressure requirements, general contractor information, etc.
• Perform ARM tasks such as creating Business Case Authorizations (BCA’s), entering gas loads, and entering customer contact information. Update and complete assigned on-boarding tasks in the work que within ARM.
• Process customer payments for meter and service line upgrades when applicable.
• Perform research and verification of service card information in Company GIS systems.  Coordinate with the service center and schedule field visits when necessary.
• Work with contractors and provide information related to existing service lines at building sites within Contractor Portal.
• Assist with tasks associated with maintaining our relationship with the QGC and QGC Preferred. 
• Educate customers and/or contractors on all requirements prior to meter installation and activation (service line run, inspection, appliance regulators, permits, etc.).  Determine documentation requirements and explain any contract needs to customers.  Set customers’ expectations regarding the timeline and the customer experience.
• Up sell customers on the advantages of natural gas and suggest additional equipment that may benefit their premise to promote multiple burner tips.
• Work reports to expedite customers’ requests, enter and schedule meter set appointments, review status of work requests within Contractor Portal, and monitor and process requests received in high-volume departmental email box. 
• Complete BCA data entry and make customer calls for Account Executives. Provide coverage for Account Executives during planned and unplanned absences.
• Initiate BCA’s from weekly reports for Account Executives. Respond to inquiries concerning natural gas availability from potential customers utilizing ARM, CC&B, Google Earth, Mobile GIS, etc.
• Support management in identifying new customers, markets, and applications for natural gas and assess the business impact of those implications. 
• Perform customer surveys on behalf of Account Executives, in an effort to generate successful new line extension projects.
• Maintain inquiry tracking database for potential customers who inquire about natural gas, but don’t move forward at that time. Monitor changes within the database and contact potential customers as situations for conversion opportunities change. 
• Recognize bundling of potential customers to extend facilities and serve multiple customers from the inquiry tracking database and provide warm leads to Account Executives.
• Work in a high volume, fast paced multi-tasking environment coordinating with Account Executives, Project Coordinators, New Business Design Techs, Contractors, Customers, Engineering, Service Centers, and Resource Management.
• Seek out opportunities to add gas load and value to customers with a goal of always maximizing market penetration.  Educate customers around current rebate offerings.
• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.
• Maintain working knowledge of all company products, services, promotions, company tariffs, operating policies and procedures.
• Work within multiple systems such as ARM, CC&B, Google Earth, Mobile GIS, Contractor Portal, Builder First, etc.
• Formulate problem solving solutions for customers and participate in activities designed to improve customer satisfaction and business performance.
• Represent the company to foster and maintain relationships with customers.
• Responsible for complying with work policy, practices, and procedures. Assist with training and coaching new employees. 
• Responsible for special projects as requested and other duties as assigned in support of company growth.