Customer Service Coordinator-Sales & Scheduling

Job Description

Job Description

This job is two jobs, and the person who is good at it is good at both.

Half of it is running the day. Answering the phone, getting the details right, booking the call, and building the schedule that puts the right electrician at the right house at the right time. Customers call because something in their home stopped working, and how fast you get them on the schedule decides whether they stay with us or call the next company.

The other half is picking up the phone and calling people back. The customer who got an estimate last week and has not decided. The homeowner we finished a job for yesterday who deserves a call to make sure it went right. The member whose plan renews next month. Every call you make is to someone who already knows us. There is no cold calling in this job, ever.

What your day looks like

• Answer the phone before the third ring and get the customer booked
• Build and run the daily schedule for our electricians, and keep it moving as the day changes
• Call customers before they have to wonder where their technician is
• Reply to website messages, texts, and chats within minutes, not hours
• Follow up on estimates customers have not accepted, until it is a yes or a real no
• Call every customer after their job is finished to make sure we got it right
• Ask happy customers for a Google review
• Manage memberships coming up for renewal

What it takes

• You can keep twenty open items straight while the phone keeps ringing, and you have your own system for it
• You are good with people, including the ones who call in frustrated
• You follow up. When someone says "let me think about it," you write down when to call them back, and you call them back.
• You are comfortable knowing your numbers. You will see how many callers you booked and how many estimates you recovered, every week, and we think you will want to.
• Clear, warm, professional on the phone. This is someone's home and their money.
• Monday through Friday in our Southlake office

If you have been a treatment coordinator at a dental or medical practice, a leasing consultant, a membership or client care coordinator, a service advisor, an insurance office rep, or a CSR or dispatcher at another home services company, this is the same rhythm you already know.

No electrical experience needed. We train you fully on our software and our process.

The company is an equal opportunity employer.

You should be proficient in:

• Retail Sales
• Customer Service
• Business-to-Consumer (B2C)
• Inside Sales