Inside Sales Coordinator II

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, and working closely and cooperatively with both sales and center staff. Key Responsibilities Communicate with customers to schedule service, maintenance, and sales calls while gathering information on the customer’s current systems and needs, ensuring the decision maker is present. 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 efficiently based on availability, skill sets, customer equipment, location, and latest data in the Capacity Planning System and Dispatch Board. When applicable, schedule a Residential Sales Consultant (RSC) to meet with a technician at the customer’s home for upgrade opportunities. Maintain the capacity planner, proactively fill appointment gaps due to cancellations/rescheduling, and maximize capacity planning. Ensure the Dispatch Board and related STARS modules are updated as required. Respond promptly to service technicians’ requests by radio and telephone. Represent the company professionally, honestly, and ethically in all business matters. Confirm appointments with customers and page calls to assigned technicians. Identify issues, problems, or concerns regarding technician and call‑center productivity and communicate them to supervisors. Enter sales appointment details into the appropriate system(s) and update details for cancellations or rescheduling. Explain financing options, gather customer information, assist with financing forms, and send completed forms to the vendor. Enter scheduling information on the Sales Dispatch Board and perform outbound calls to prospect leads who have not scheduled a sales call. Assign sales leads to Residential Sales Consultants following the company Lead Distribution Policy. Use the computer‑aided dispatch system to dispatch Residential Sales Consultants and update their capacity in the call‑center portal. Create the quote ticket (Q‑Ticket) in STARS and document customer information for the RSC prior to the sales call. Document sales details (or quoted information) after the sales call presentation and enter pertinent details into the sales tracking system. Schedule follow‑up referral calls and after‑installation confirmations, and obtain customer feedback on the referral visit. Document scheduling issues, missed appointments, or customer complaints, and resolve them with appropriate co‑workers or management. Maintain communication with the customer to ensure the issue is resolved to their satisfaction. Keep the Area Sales Manager informed of issues, problems, and other pertinent information. Complete and distribute the Daily Sales report, review reports for errors or omissions, correct data, update lead errors, and check the Web Portal for messages. Generate required reports and track activities for area‑specific contests or events. Perform similar or other duties as needed or assigned. Desired Skills and Qualifications High school diploma or equivalent with experience in customer service or other customer‑facing roles. Prior dispatching experience preferred. Experience or training with computers and related systems in an administrative office environment. Experience with an AS400 system preferred. 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, customer‑focused manner. Ability to communicate with a diverse customer population. Ability to work effectively both in a team and independently. Ability to learn and practice proper radio‑communication techniques and utilize pager systems. Knowledge of or ability to learn local geographical areas (streets, highways, cities, towns). Ability to make decisions based on established guidelines and procedures. Effective organizational and time‑management skills. Ability to prioritize work based on service demands. Understanding and knowledge of the HVAC/Refrigeration industry is an asset. Minimum Relevant Experience 2+ years Minimum Education High School Diploma or GED Equal Opportunity Employment and Accommodations 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 company is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email View email address on click.appcast.io. #J-18808-Ljbffr