Sales and Service Coordinator I

Welcome! Responsible for supporting the Sales Team, Service Technicians, Maintenance Technicians, and Installers by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with both sales and center staff. Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians and Residential Sales Consultants. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment. Key Responsibilities Effectively and courteously communicate with customers to schedule service/maintenance/sales calls while gathering information on the customer’s current systems and needs and ensuring that the decision maker is present at the time of the call. Call customers to remind them of upcoming scheduled appointments, keep them informed of any changes in technician/installer arrival time, and schedule service/maintenance calls. Plan and route technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the Capacity Planning System and on the Dispatch Board. Schedule Residential Sales Consultants (RSC) to meet with technicians at customers’ homes whose equipment is older for upgrade opportunities. Maintain the capacity planner and proactively fill appointment gaps due to customer cancellations or rescheduling to maximize capacity planning. Ensure the Dispatch Board and other related modules in STARS are updated as required. Respond promptly to service technicians’ requests, both by radio and telephone. Represent the company professionally, honestly, and ethically in all business matters and concerns. Contact next customers to confirm appointments and page calls to the assigned technicians. Identify issues, problems, or concerns regarding technician and call-center productivity, inform the General Manager and/or operations or office manager for action. Receive customer lead information from technicians, the Call Center, marketing efforts, and directly from the customer; enter sales appointment details into the appropriate system(s) to document lead; update details as necessary due to cancellations or rescheduling. Explain financing options and gather customer information to complete financing forms or assist customers in completing financing forms prior to or after the sales call; ensure completed financing forms are sent to the financing vendor. Call the customer to confirm arrival time of the Residential Sales Consultant and enter appropriate scheduling information on the Sales Dispatch Board. Perform outbound calls to customers who were identified as a lead but did not schedule a sales call, in order to attempt to schedule the sales call. Assign sales leads to Residential Sales Consultants in accordance with the company Lead Distribution Policy; use the computer-aided dispatch system to dispatch Residential Sales Consultants to sales calls; update the Residential Sales Consultant capacity in the call center portal to ensure up-to-date information on sales staff availability. Create the quote ticket (Q‑Ticket) in STARS to document customer information for the Residential Sales Consultant prior to the sales call and to create the placeholder on the Sales Dispatch Board. Gather information from the Residential Sales Consultant after the sales call presentation to document the sale details (or what was quoted if no sale) and enter pertinent details into the sales tracking system; based on the scheduled installation time, schedule follow-up referral call. After installation, call customer to schedule/confirm the Residential Sales Consultant follow-up referral visit; after the follow-up visit, call customer to obtain feedback and ensure any customer requests are handled appropriately and in a timely manner. When notified by the Call Center or the customer of a scheduling issue, missed appointment, or customer complaint on the sales appointment, document the issues and communicate with appropriate co-workers or management to resolve the problem; maintain communication with the customer to ensure resolution to the customer’s satisfaction. Keep the Areas Sales Manager abreast of issues, problems, and other pertinent information. Daily complete and distribute the Daily Sales report; review reports for errors or omissions, enter corrections in system(s), update any lead errors, and check Web Portal for messages. Generate reports from systems as requested or required; track activities for area-specific contests or events and distribute relevant information to Residential Sales Consultants, Area Sales Managers, and others. Perform similar or other duties as needed or assigned. Desired Skills And Qualifications High school diploma or equivalent with experience working in customer service or other customer-facing environment. Prior dispatching experience is desirable. Experience or training in using computers and related systems in an administrative office environment; prior experience with an AS400 system is desirable. Must be able to multi-task and work effectively in a fast-paced and constantly changing environment; comfortable switching rapidly between tasks with no loss in efficiency or effectiveness. Excellent customer‑service, communication, and interpersonal skills. Effective communication skills to resolve customer issues, complaints, or concerns. Ability to communicate with co‑workers and customers in a pleasant, business‑like, and customer‑focused manner; ability to communicate with a diverse customer population. Ability to work effectively in both a team and an independent environment. Ability to learn and practice proper radio‑communication techniques and to utilize pager systems. Knowledge of or ability to learn local geographical areas (streets, highways, cities, and towns). Ability to make decisions based on established guidelines and procedures. Effective organizational and time‑management skills; must be able to prioritize work based on service demands. Understanding and knowledge of the HVAC/Refrigeration Industry is an asset. Benefits What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including: Competitive Pay with incentive opportunities Paid Time Off and Company Holiday Pay Medical, Dental, and Vision Insurance programs 401(k) Retirement Savings Plan with company matching contributions Life Insurance and disability insurance options Supplemental benefit programs World Class Training opportunities through our Experts University Career Development opportunities Compensation range: $19.23/hour - $24.52/hour Minimum Experience: 0 - 2 years; Minimum Education: High School Diploma/GED Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts. Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request. To request an accommodation, please email View email address on click.appcast.io. #J-18808-Ljbffr