• Deliver exceptional customer service while proactively seeking solutions • Communicate with customers via multiple channels (phone, chats, emails) • Evaluate and interpret policy information within prescribed authority limits • Document customer interactions and outcomes thoroughly in the system • Recognize opportunities for process improvement and makes recommendations to leadership

• Answer and manage inbound leads from online forms via phone calls • Qualify prospects and schedule service appointments • Accurately input customer information and job details into Homebase 360 CRM • Guide customers through service options and upsell recurring plans (monthly, quarterly, biannual, triannual) • Follow up with existing customers when inbound volume is low • Close sales and collect payment information • Maintain a high level of responsiveness and professionalism across all interactions

• Responsible for timely and accurate order validation of $1 billion dollars of sales revenue/year ensuring understanding of service expectations to unique and varying customer requirements. • Manage order modifications in alignment with customer requests while mitigating negative service impact and dollarized fine risk where applicable. • Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing and sales programs • Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone, email and fax while meeting customer experience communications standards • Use critical thinking skills to create the best outcome for each customer and Master Lock • Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing and the field Sales Force • Ensure a thorough understanding of current technology to promptly respond to customer requests, including but not limited to Delivery Ware, Team-Email, Customer Web-sites, and Electronic Data Interchange (EDI) • Perform other duties as assigned

Role Description We’re looking for a high-energy Sales & Customer Experience Specialist who thrives on turning warm leads into booked customers. This is not cold calling—every conversation starts with an interested prospect who has already reached out. You’ll be the voice of the company, handling inbound inquiries, qualifying prospects, and guiding them toward the right service solution. Success in this role comes from strong communication, quick thinking, and the ability to build trust fast while confidently closing sales. This is a performance-driven role with strong earning potential for someone who knows how to manage conversations and convert opportunities. What You’ll Do - Answer and manage inbound leads from online forms via phone calls - Qualify prospects and schedule service appointments - Accurately input customer information and job details into Homebase 360 CRM - Guide customers through service options and upsell recurring plans (monthly, quarterly, biannual, triannual) - Follow up with existing customers when inbound volume is low - Close sales and collect payment information - Maintain a high level of responsiveness and professionalism across all interactions Qualifications - Fluent English with clear, confident verbal communication - Proven experience in phone-based sales (inbound or door-to-door preferred) - Comfortable using CRM systems and learning new tools quickly Preferred Traits - Friendly, engaging, and naturally conversational communication style - Able to balance rapport-building with closing (not overly pushy or overly passive) - Quick thinker who handles objections smoothly - Strong listening skills with good pacing and call control - Self-motivated and driven by performance and commission - Coachable and open to feedback