Overview
Title: Sales Operations Coordinator II Reports To: Sales Manager, Operations Manager, or General Manager Status: Full-time, Regular position Location Address: 2922 S Roosevelt St, Tempe, AZ 85282 Join the team of experts and realize your true potential! Our team believes 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. Location Name: Orangutan Service Experts
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. 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
Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
Effectively communicates with customers to schedule service/maintenance/sales calls, gathering information on the customer’s current systems and needs and ensuring the decision maker is present at the time of the call.
Calls customers to remind them of upcoming appointments, communicate changes in arrival times, and schedule service/maintenance calls.
Plans and routes technicians to service calls based on availability, skill, customer equipment and needs, geography, and system data; may schedule Residential Sales Consultants for upgrades when appropriate.
Maintains capacity planning by filling appointment gaps due to cancellations/rescheduling; updates Sales Dispatch Board and related modules in STARS as required.
Responds promptly to technicians’ requests and represents the company professionally and ethically.
Contacts next customers to confirm appointments and pages assigned technicians as needed.
Identifies issues regarding technician and center productivity; informs management of issues requiring action.
Receives lead information from technicians, Support Center, marketing efforts, and customers; enters sales appointment details into the appropriate systems and updates as needed due to cancellations/rescheduling.
May explain financing options and assist with completing financing forms; ensures forms are sent to the financing vendor.
Communicates appointment times and schedules follow-ups; assigns leads and updates capacity in the support portal.
Creates quotes in the system to document customer information for the Residential Sales Consultant prior to the sales call.
Documents sale details after the sales call and schedules follow-up referrals as needed.
Coordinates technicians and Residential Sales Consultants to support activity models; debriefs consultants and updates lead information.
Maintains communication with customers to resolve issues and ensures satisfaction.
Completes and distributes daily sales reports; reviews for errors and updates as needed; tracks activities for contests/events and disseminates information to staff.
Performs similar duties as required.
Desired Skills and Qualifications
High school diploma or equivalent with 2 years’ experience in customer service or a customer-facing environment; prior dispatching experience is desirable.
Experience with office computer systems; AS400 experience is desirable.
Ability to multi-task and work in a fast-paced, changing environment; strong prioritization and time-management skills.
Excellent customer service and interpersonal skills with effective communication to resolve issues.
Ability to communicate with coworkers and customers in a pleasant, professional, customer-focused manner; able to work in a team and independently.
Knowledge of local geographical areas or ability to learn them.
Ability to make decisions based on established guidelines and procedures.
Strong organizational skills and ability to prioritize service demands.
Understanding or knowledge of the HVAC/Refrigeration industry is an asset.
The above statements describe the general nature and level of work performed. They are not an exhaustive list of responsibilities, duties and skills.
What We Offer Service Experts offers a comprehensive benefits package designed to support employees and their families. Summary of benefits may include:
Competitive pay with incentive opportunities
Paid time off and company holidays
Medical/Dental/Vision insurance programs
401(k) retirement savings with company matching
Life insurance and family options
Short-term and long-term disability options
Supplemental benefit programs (legal advice, pet insurance, health advocacy)
World-class training opportunities via Experts University
Career development opportunities
Equal Employment Opportunity:
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.
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Title: Sales Operations Coordinator II Reports To: Sales Manager, Operations Manager, or General Manager Status: Full-time, Regular position Location Address: 2922 S Roosevelt St, Tempe, AZ 85282 Join the team of experts and realize your true potential! Our team believes 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. Location Name: Orangutan Service Experts
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. 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
Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
Effectively communicates with customers to schedule service/maintenance/sales calls, gathering information on the customer’s current systems and needs and ensuring the decision maker is present at the time of the call.
Calls customers to remind them of upcoming appointments, communicate changes in arrival times, and schedule service/maintenance calls.
Plans and routes technicians to service calls based on availability, skill, customer equipment and needs, geography, and system data; may schedule Residential Sales Consultants for upgrades when appropriate.
Maintains capacity planning by filling appointment gaps due to cancellations/rescheduling; updates Sales Dispatch Board and related modules in STARS as required.
Responds promptly to technicians’ requests and represents the company professionally and ethically.
Contacts next customers to confirm appointments and pages assigned technicians as needed.
Identifies issues regarding technician and center productivity; informs management of issues requiring action.
Receives lead information from technicians, Support Center, marketing efforts, and customers; enters sales appointment details into the appropriate systems and updates as needed due to cancellations/rescheduling.
May explain financing options and assist with completing financing forms; ensures forms are sent to the financing vendor.
Communicates appointment times and schedules follow-ups; assigns leads and updates capacity in the support portal.
Creates quotes in the system to document customer information for the Residential Sales Consultant prior to the sales call.
Documents sale details after the sales call and schedules follow-up referrals as needed.
Coordinates technicians and Residential Sales Consultants to support activity models; debriefs consultants and updates lead information.
Maintains communication with customers to resolve issues and ensures satisfaction.
Completes and distributes daily sales reports; reviews for errors and updates as needed; tracks activities for contests/events and disseminates information to staff.
Performs similar duties as required.
Desired Skills and Qualifications
High school diploma or equivalent with 2 years’ experience in customer service or a customer-facing environment; prior dispatching experience is desirable.
Experience with office computer systems; AS400 experience is desirable.
Ability to multi-task and work in a fast-paced, changing environment; strong prioritization and time-management skills.
Excellent customer service and interpersonal skills with effective communication to resolve issues.
Ability to communicate with coworkers and customers in a pleasant, professional, customer-focused manner; able to work in a team and independently.
Knowledge of local geographical areas or ability to learn them.
Ability to make decisions based on established guidelines and procedures.
Strong organizational skills and ability to prioritize service demands.
Understanding or knowledge of the HVAC/Refrigeration industry is an asset.
The above statements describe the general nature and level of work performed. They are not an exhaustive list of responsibilities, duties and skills.
What We Offer Service Experts offers a comprehensive benefits package designed to support employees and their families. Summary of benefits may include:
Competitive pay with incentive opportunities
Paid time off and company holidays
Medical/Dental/Vision insurance programs
401(k) retirement savings with company matching
Life insurance and family options
Short-term and long-term disability options
Supplemental benefit programs (legal advice, pet insurance, health advocacy)
World-class training opportunities via Experts University
Career development opportunities
Equal Employment Opportunity:
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.
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