The Client Relationship Representative is responsible for managing inbound sales opportunities, converting prospects into clients, and growing existing accounts through upselling and proactive relationship management. This role prepares proposals for repairs, upgrades, and new installations, and supports technical and administrative communication between clients, field teams, and operations. The ideal candidate is customer-focused, highly organized, and comfortable managing multiple priorities across fire sprinkler, fire alarm, video surveillance, access control, and intrusion/burglar alarm systems.

Responsibilities:

• Respond promptly to inbound sales inquiries and convert qualified prospects into clients.
• Prepare and deliver proposals for repairs, upgrades, and new system installations in a timely manner.
• Identify upsell and cross-sell opportunities within existing client accounts, proactively recommending system upgrades, expansions, and service enhancements.
• Maintain strong relationships with existing clients to encourage long-term retention.
• Review deficiency reports from field technicians and inspectors, and prepare corresponding deficiency, repair, and upgrade proposals.
• Coordinate with operations to ensure proper scoping and pricing accuracy on all proposals.
• Provide basic troubleshooting assistance to clients and direct them to the appropriate department for service issues.
• Maintain accurate and up-to-date CRM records for all client interactions and opportunities.
• Support customer satisfaction and retention initiatives.
• Collaborate with the sales and operations teams to ensure a seamless client experience.
• Other duties as assigned.

Qualifications:

• 2+ years of experience in inside sales, customer service, or account coordination, preferably within the fire, security, or life safety industry.
• Strong understanding of fire and security systems, including fire sprinklers, fire alarms, video surveillance (CCTV), access control, and intrusion/burglar alarm systems.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deadlines.
• Customer-focused with excellent verbal and written communication skills.
• CRM proficiency (NetSuite experience a plus).
• Ability to read and interpret deficiency reports, proposals, and technical documentation.
• Strong problem-solving skills, with the ability to provide basic troubleshooting guidance to clients.
• Proficiency in Microsoft Office Suite.
• High school diploma or equivalent; degree in business or a related field a plus.
• Must be a U.S. citizen or possess documentation authorizing legal employment in the United States.