Sales Customer Service Position: Expert Overview

A Sales Customer Service (SCS) role blends revenue generation with post-sale retention. In 2023–2024 industry benchmarks, high-performing SCS teams deliver both a customer satisfaction (CSAT) score of 85%+ and a sales conversion uplift of 10–25% when agents are trained to cross-sell and upsell. Companies that integrate SCS into their revenue model report average customer lifetime value (LTV) increases of 15–40% versus service-only models.

This position typically reports into either Sales Operations or Customer Experience and is measured on a mix of service and sales KPIs: CSAT, Net Promoter Score (NPS), first-contact resolution (FCR), average handle time (AHT), and revenue per contact. Expect the role to be quantified with precise monthly and quarterly targets (for example, 200 contacts/month with a 12% conversion target and $4,000 in monthly upsell revenue).

Core Responsibilities

The SCS specialist manages inbound and outbound touchpoints: phone, email, chat, and sometimes asynchronous channels like SMS and social. Day-to-day duties include resolving billing or product issues, identifying expansion opportunities, articulating tiered pricing ($29/mo to $499/yr product tiers), and closing low- to mid-value transactions on the spot. Typical contact distribution is 50% inbound service, 30% proactive outreach, 20% account follow-up.

Operational expectations include maintaining FCR targets of 70–80%, keeping AHT for phone interactions between 6–8 minutes, responding to email within 4–12 hours, and initial chat response under 30 seconds. The role must also document all interactions in a CRM (Salesforce, HubSpot) with 95% data completeness to preserve audit trails for compliance and sales analytics.

Key Daily Tasks and Metrics

To be effective an SCS rep follows a structured daily cadence: morning coaching and KPI review, mid-day high-touch outreach, and afternoon admin and follow-ups. Productivity is measured both quantitatively (contacts handled, revenue closed, ticket backlog) and qualitatively (CSAT, quality score from call audits).

• High-value daily tasks: 1) 40–60 customer contacts/day (mix phone/chat/email), 2) 4–8 proactive outreach calls/emails focused on churn-risk or upsell, 3) update CRM within 24 hours, 4) complete 1 quality self-review per day.
• KPIs to track: CSAT target ≥85%, NPS target +20 to +40, FCR ≥75%, AHT phone 6–8 min, chat response <30 sec, conversion rate 10–25% on eligible contacts, revenue per contact target $20–$120 depending on product mix.

Required Skills, Experience & Tools

Hiring profiles typically require 2–4 years of combined customer service and inside sales experience, proven using CRMs like Salesforce or HubSpot and conversational tools such as Zendesk, Intercom, or LivePerson. Proficiency in call-recording and coaching platforms (Gong, Chorus) is highly valued for quality assurance and coaching. Candidates with bilingual capability (Spanish, Mandarin) command a 5–12% salary premium in multi-market roles.

Technical skills: typing speed ≥50 WPM, basic Excel/pivot capability, ability to follow Scripting & Negotiation playbooks. Soft skills are measurable: objection-handling success rate (conversion after objection) and average escalation rate (target <5% of contacts). Certifications such as Certified Inside Sales Professional (CISP) or vendor-specific CRM badges expedite hiring and command higher starting pay.

Compensation, Commission & On-Target Earnings

Typical U.S. compensation (2024 market): base salary $40,000–$65,000 plus variable commission. On-target earnings (OTE) commonly range $55,000–$110,000 depending on commission structure and territory. Commission designs vary: 3–10% on upsell revenue, $25–$300 flat per closed account, or tiered accelerators above quota (e.g., 1.5× commission after 110% attainment).

Benefits and costs to an employer: recruiting and onboarding average $1,500–$4,000 per hire; annual benefits add ~20–35% on top of base (health, 401(k) match). Example employer contact for a template job posting: ExampleCorp, 123 Market St, San Francisco, CA 94103; HR phone +1-555-123-4567; careers: https://www.examplecorp.com/careers.

Hiring Process & Interview Stages

An efficient hiring funnel runs 2–4 weeks: initial phone screen (15–20 minutes), skills assessment (role-play or take-home exercise within 48 hours), panel interview (45–60 minutes), and final compensation/fit discussion. Benchmarks: convert 1 in 5 screened candidates to on-site interview and expect 4–8 weeks to fully ramp new hires to quota-ready.

• Interview checklist: 1) Phone screen — confirm sales/service split and motivations; 2) Role-play — handle a billing dispute that turns into an upsell (score on empathy, revenue ask, close rate); 3) Technical check — CRM entry exercise; 4) Culture fit — scenario on teamwork and time management.

Onboarding & 90-Day Learning Plan

Effective onboarding is structured in weekly milestones: Week 1 product and policies, Week 2 shadowing (40% listen / 60% guided response), Weeks 3–6 supervised active selling with mentor, Weeks 7–12 independent quota-bearing work. Expect 8–12 weeks to reach 70–80% productivity and 4–6 months to full quota attainment for complex products.

Training investment per hire typically $1,200–$3,000 (materials, trainer hours, shadowing time). Measurable outcomes: by Day 30, CSAT baseline set; by Day 60, FCR and conversion metrics tracked; by Day 90, rep should consistently meet minimum KPIs (e.g., 60 contacts/week, 8–12% conversion). Regular 1:1 coaching cadence (weekly first 12 weeks, biweekly afterwards) is critical.

Career Path, Promotion Criteria & Benchmarks

Career ladders are clear and measurable: 12–24 months to Senior SCS (higher quota, complex accounts), 24–48 months to Team Lead, 36–60 months to Manager depending on performance. Promotion decisions rely on sustained KPI performance (90-day rolling CSAT ≥85%, quota attainment ≥100% for two consecutive quarters, low attrition in managed accounts).

Examples of stretch targets used in reviews: increase revenue per contact by 25% year-over-year, reduce churn in assigned accounts by 3 percentage points, or mentor two new hires to quota within six months. For more practical templates and role-specific scorecards, visit reputable hiring resources or company career pages such as https://www.examplecorp.com/hr-guides.

What is a customer service and sales position?

A customer service sales representative works to develop leads to grow a business. They work directly with customers to recommend products and services to fit their needs. A good customer service sales representative anticipates customer concerns and offers practical solutions to resolve them.

What skills do you need for customer service sales?

Customer service plays an important role in attracting and retaining customers. Businesses can leverage good customer service to boost sales. Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

What are two examples of customer service within a sale?

To recap, this includes:

• Making sure you and your staff are knowledgeable about the products you sell.
• Being available for customer questions and responding promptly (even to negative feedback)
• Doing what you can to go above and beyond and make customers happy and feel special.

What is the role of customer service in sales?

The role of a customer service and sales representative is crucial in bridging the gap between initial customer contact and final sales conversion. Their dual focus on customer satisfaction and sales generation drives business growth and enhances brand reputation.

What are the 5 roles of customer service?

What are the key responsibilities of a customer service representative? Customer service representatives handle customer inquiries, resolve complaints, process orders, manage returns or exchanges, and provide product or service information, all while ensuring customer satisfaction.

What are some careers in sales and customer service?

Here are some of the key positions that form the backbone of any customer-focused team:

• Front Desk Associate.
• Help Desk Technician.
• Account Coordinator.
• Client Service Consultant.
• Customer Service Trainer.
• Technical Support Engineer.
• Customer Outreach Coordinator.
• Customer Loyalty Specialist.