Internet Sales Specialist

The Internet Sales Specialist, what we refer to as an IST Specialist, is the first point of contact for prospective True Homes buyers. This role is responsible for converting inbound and outbound opportunities into qualified appointments that drive traffic, sales, and revenue across all True Homes markets (Charlotte, Triad, Raleigh, Coastal, Charleston). The IST Specialist delivers exceptional client experience, executes defined follow-up processes with urgency and consistency, and partners with the on-site sales team to achieve division sales goals.

The IST Specialist is expected to operate with urgency, discipline, and a results-driven mindset. This is not a passive lead response role — it is a proactive, high-volume sales position focused on conversion.

Primary Objectives:

• Driving qualified appointments from internet and phone inquiries
• Increasing division traffic through disciplined outbound follow-up
• Converting leads into sales at or above company benchmarks
• Protecting and enhancing the True Homes client experience
• Contributing directly to annual sales and revenue goals

Lead Management & Client Engagement:

• Respond to all inbound internet leads, registrations, calls, texts, and emails with urgency and professionalism
• Set and confirm qualified appointments for on-site sales teams
• Establish proper expectations and guide clients through next steps
• Convert inquiries into appointments and appointments into sales through consistent follow-up
• Meet or exceed established appointment conversation and sales conversion benchmarks
• Contribute to division traffic and revenue goals

System & Process Execution:

• Accurately document all client interactions in CRM
• Process Sale Central notifications within defined response time standards
• Ensure all appointments are entered and confirmed within required time frames
• Follow established IST scripts, processes, and communication standards
• Maintain strong working knowledge of Trinity, TH Traffic, CRM, and related systems
• Communicate proactively with IST teammates, manager, and on-site sales teams
• Attends and actively participate in weekly IST meetings and trainings
• Support coverage needs across all markets as required
• Act as a client advocate while protecting company standards an processes

• Daily outbound activity standards (calls, texts, emails)
• 95%+ same0day lead response and completion
• 100% same-day CRM documentation of inbound calls
• Appointment conversation target of 17% (or current company standard)
• Sales conversion target of 3% (or current company standard)
• Contribution toward annual sales and traffic goals

• High school diploma or GED required
• One to three years of experience in sales, call center, real estate, or customer engagement preferred
• Proficiency in Microsoft Outlook, Word, Excel, and CRM systems
• Strong phone presence and objection-handling ability
• Ability to manage a high-volume, fast-paced workflow
• Valid driver’s license, current automobile insurance, and reliable personal transportation (minimal travel as required)
• Must be able to work onsite in Monroe, NC per company expectations

• Strong written and verbal communication
• High attention to detail and organizational skills
• Self-motivated with strong time management
• Comfortable handling objections and guiding client decisions
• Adaptable to changing schedules and priorities
• Comply with all company policies and procedures
• Demonstrate the qualities and character traits as defined in the True Difference

• Must be able to remain in a stationary position 80% of the time
• Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
• Constantly operates a computer and other office equipment