"Alerted.org

112456

6302 E Martin Luther King Jr Blvd, Tampa, Florida 33619

_TruGreen_ _accepts applications on an ongoing basis._

Job Description

Position Overview

The Sr. Director of Inside Sales is responsible for driving continuous improvement in TruGreen’s customer retention and residential revenue through proactive and reactive customer contact strategies. This role leads the operation and performance of TruGreen’s contact centers, ensuring exceptional customer experiences, strong sales execution, and operational excellence.

Working closely with cross-functional partners—including Residential Sales, Marketing, Workforce Management, Finance, and Customer Experience—the Sr. Director develops and executes inbound and outbound communication strategies, predictive dialing initiatives, and alternative contact methods. This leader ensures the voice of the customer is central to decision-making while driving efficiency, service quality, and profitable growth.

Responsibilities

Customer Experience & Retention

+ Optimize customer lifecycle touchpoints and establish best-in-class inbound and outbound communication strategies to enhance education, engagement, and retention.

+ Formalize and scale data collection and customer insight processes to inform strategy and champion the voice of the customer across the organization.

+ Ensure continuous improvement and innovation in sales processes to enhance efficiency, service quality, and customer satisfaction.

Sales Leadership & Strategy

+ Develop the inside sales strategy, structure, and processes to achieve inbound and outbound sales goals, profitability targets, and retention outcomes.

+ Contribute to long-term channel strategy in partnership with Residential Sales leadership, factoring in market dynamics, regulations, economics, and cross-channel alignment.

+ Oversee the contact center sales organization to achieve revenue goals; manage and develop a team of contact center leaders..

+ Partner with Marketing, Finance, and Sales leadership to create action plans that expand reach into new markets and customer segments.

Operational Excellence

+ Drive performance against KPIs, SLAs, and quality standards to ensure efficient, consistent delivery of best-in-class service.

+ Develop capacity and staffing models in partnership with Workforce Management to optimize productivity and customer experience.

+ Coordinate inbound and outbound sales incentive programs with Finance and HR partners.

+ Serve as the escalation point for complex issues, providing advanced problem-solving and root-cause analysis, along with executive-level reporting on performance, trends, and process improvements.

Leadership & Culture

+ Create a customer-centric, performance-driven culture focused on employee development, coaching, and accountability.

+ Foster collaboration across channels and functions to ensure alignment, shared objectives, and seamless execution.

Competencies

+ **Customer Focus** – Builds strong customer relationships and delivers customer-centric solutions.

+ **Decision Quality** – Makes timely, informed decisions that move the organization forward.

+ **Collaboration** – Partners effectively across functions and levels to achieve shared goals.

+ **Optimizes Work Processes** – Applies continuous improvement principles to enhance efficiency and quality.

+ **Business Insight** – Uses deep business and industry understanding to advance organizational objectives.

Education & Experience

+ 7+ years of experience leading large-scale teams, preferably in a call center or sales environment

+ 7+ years leading sales and customer retention strategy with measurable results

+ Proven experience working with executive partners and influencing outcomes across functions

+ Bachelor's degree highly preferred

Knowledge, Skills, and Abilities

+ Ability to plan and manage at both strategic and operational levels

+ Deep knowledge of inbound and outbound call center operations and sales programs

+ Strong marketing, customer experience, and customer journey expertise

+ Ability to build trusted relationships and influence at all organizational levels

+ Strong analytical skills with the ability to derive insights from campaign and performance data

Physical Demands & Working Conditions

Regularly required to:

+ Sit, stand, walk

+ Use hands and arms to handle, reach, or feel

+ Speak and hear

+ Use close-vision capabilities

Occasionally required to:

+ Lift or move up to 25 lbs

+ Stoop, kneel, crouch, or crawl

Work Environment:

+ Noise level: Low to moderate

+ Adverse conditions: Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

_TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace._

Pay Ranges

$197,010.00 - $328,357.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (trugreenjobs.com (https://www.trugreenjobs.com/eeo-is-the-law) ).

California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.

Massachusetts Residents: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

TruGreen performs pre-employment testing.

To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer