Reports To:
Sales Manager or General Manager
Status:
Full-time, Regular position
Category:
Sales
Location Name:
Roanoke Service Experts Heating and Air
Location Address:
1250 Intervale Dr, Salem, VA 24153
Join the team of experts and realize your true potential!
Why You Should Join the Service Experts Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary 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 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 customer in order to schedule service / maintenance / sales call while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call.
Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls.
Efficiently and effectively 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. When applicable, schedule RSC to meet with technician at the customer’s home whose equipment is older for upgrade opportunity.
Ensure the capacity planner is maintained and proactively fill appointment gaps due to customer cancellations/rescheduling to maximize capacity planning.
Ensure Dispatch Board and other related modules in STARS are updated as required.
Promptly respond 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/concerns regarding technician and call‑center productivity based on continual communication and working with technicians and the call center. Inform General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and action.
Receive customer lead information from the technicians, the Call Center, marketing efforts, and directly from the customer. Enter sales appointment details into appropriate system(s) to document lead. Update sale appointment details in system(s) as necessary due to appointment cancellations/rescheduling.
Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist customer in completing financing forms. Ensure completed financing forms are sent to the financing vendor.
Call the customer to confirm the arrival time of the Residential Sales Consultant. Enter appropriate scheduling information on the Sales Dispatch Board.
As needed, perform outbound calls to customers who were identified as a lead but who 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. Utilize 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 by the Residential Sales Consultant, call customer to obtain feedback on the follow‑up call and to 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 or issue. Maintain communication with the customer to ensure that the problem/issue is resolved to the customer’s satisfaction.
Keep the Area Sales Manager abreast of issues, problems, and other pertinent information.
Daily, complete and distribute the Daily Sales report; review sales reports for errors/omissions and enter corrections in system(s); update any lead errors; and check Web Portal for messages.
As requested/required, generate reports from systems. As needed/required, track activities for area‑specific contests/events and to distribute relevant information to Residential Sales Consultants, Area Sales Managers, and others.
Perform similar/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 experience dispatching is desirable.
Experience or training in the use of computers and related systems in an administrative office environment. Prior experience with an AS400 system desirable.
Must be able to multi‑task and work effectively in fast‑paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer‑service, communication, and interpersonal skills.
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns.
Ability to effectively 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 to 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.
What Do We Offer You as a Service Experts Employee?
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
#J-18808-Ljbffr
Sales Manager or General Manager
Status:
Full-time, Regular position
Category:
Sales
Location Name:
Roanoke Service Experts Heating and Air
Location Address:
1250 Intervale Dr, Salem, VA 24153
Join the team of experts and realize your true potential!
Why You Should Join the Service Experts Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary 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 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 customer in order to schedule service / maintenance / sales call while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call.
Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls.
Efficiently and effectively 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. When applicable, schedule RSC to meet with technician at the customer’s home whose equipment is older for upgrade opportunity.
Ensure the capacity planner is maintained and proactively fill appointment gaps due to customer cancellations/rescheduling to maximize capacity planning.
Ensure Dispatch Board and other related modules in STARS are updated as required.
Promptly respond 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/concerns regarding technician and call‑center productivity based on continual communication and working with technicians and the call center. Inform General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and action.
Receive customer lead information from the technicians, the Call Center, marketing efforts, and directly from the customer. Enter sales appointment details into appropriate system(s) to document lead. Update sale appointment details in system(s) as necessary due to appointment cancellations/rescheduling.
Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist customer in completing financing forms. Ensure completed financing forms are sent to the financing vendor.
Call the customer to confirm the arrival time of the Residential Sales Consultant. Enter appropriate scheduling information on the Sales Dispatch Board.
As needed, perform outbound calls to customers who were identified as a lead but who 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. Utilize 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 by the Residential Sales Consultant, call customer to obtain feedback on the follow‑up call and to 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 or issue. Maintain communication with the customer to ensure that the problem/issue is resolved to the customer’s satisfaction.
Keep the Area Sales Manager abreast of issues, problems, and other pertinent information.
Daily, complete and distribute the Daily Sales report; review sales reports for errors/omissions and enter corrections in system(s); update any lead errors; and check Web Portal for messages.
As requested/required, generate reports from systems. As needed/required, track activities for area‑specific contests/events and to distribute relevant information to Residential Sales Consultants, Area Sales Managers, and others.
Perform similar/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 experience dispatching is desirable.
Experience or training in the use of computers and related systems in an administrative office environment. Prior experience with an AS400 system desirable.
Must be able to multi‑task and work effectively in fast‑paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
Excellent customer‑service, communication, and interpersonal skills.
Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns.
Ability to effectively 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 to 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.
What Do We Offer You as a Service Experts Employee?
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
#J-18808-Ljbffr