Overview
Sales Operations Coordinator II Reports To:
Sales Manager or General Manager Status:
Full-time, Regular position Category:
Sales Location Name:
Coastal Air Service Experts Heating and Air Location Address:
79 Columbia Dr #105, Pooler, GA 31322 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.
Effectively and courteously communicates with customers to schedule service/maintenance/sales calls while gathering information on the customer’s current systems and needs and ensuring the decision maker is present at the time of the call.
Call customers to remind them of upcoming scheduled appointments, inform on changes in arrival time, and schedule service/maintenance calls.
Plan and route technicians to service calls based on availability, skill sets, customer equipment and needs, geography, and latest information in the Capacity Planning System and the Dispatch Board.
When applicable, schedule Residential Sales Consultants to meet with technicians for upgrade opportunities with older equipment.
Maintain the capacity planner and proactively fill appointment gaps due to cancellations/rescheduling to maximize capacity planning.
Update Dispatch Board and related modules in STARS as required.
Respond promptly to service technicians’ requests by radio and telephone.
Represent the company professionally, honestly, and ethically in all business matters.
Contact next customers to confirm appointments and page calls to assigned technicians.
Identify issues regarding technician and call-center productivity; inform management of issues requiring action.
Receive customer lead information from technicians, Call Center, marketing efforts, and customers; enter and update sales appointment details in the system(s).
Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms; ensure forms are sent to the financing vendor.
Call customers to confirm arrival times; enter scheduling information on the Sales Dispatch Board.
Perform outbound calls to leads that did not schedule a sales call to attempt scheduling.
Assign sales leads to Residential Sales Consultants per Lead Distribution Policy and use CAD to dispatch.
Update Residential Sales Consultant capacity in the call center portal.
Create Q-Tickets in STARS to document customer information for the Residential Sales Consultant prior to the sales call and to create placeholders on the Sales Dispatch Board.
Document sale details after the sales call and schedule follow-up activities as needed.
After installation, schedule/confirm Residential Sales Consultant follow-up referral visit and obtain customer feedback.
Document issues from scheduling problems, missed appointments, or customer complaints and coordinate with colleagues or management to resolve them; keep the customer informed.
Keep Areas Sales Manager informed of issues and pertinent information.
Generate and distribute the Daily Sales report; review sales reports for errors, update leads, and monitor the Web Portal for messages.
Generate requested reports and track activities for area-specific contests/events as needed.
Perform similar/other duties as needed or assigned.
Desired Skills and Qualifications
Qualifications:
High school diploma or equivalent with experience in customer service or a customer-facing environment. Prior dispatching experience is desirable.
Experience or training with computers and related systems in an administrative office environment. Prior experience with an AS400 system is desirable.
Ability to multi-task in a fast-paced, changing environment and switch between tasks without loss of efficiency.
Excellent customer-service, communication, and interpersonal skills; ability to resolve customer issues effectively.
Strong written and verbal communication with co-workers and customers; able to communicate with a diverse customer population.
Ability to work effectively in both a team and independent environment.
Ability to learn and practice proper radio-communication techniques and use pager systems.
Knowledge of local geographical areas or ability to learn them (streets, highways, cities, towns).
Ability to make decisions based on established guidelines and procedures; strong organizational and time-management skills; ability to prioritize work by service demands.
Understanding or knowledge of the HVAC/Refrigeration industry is an asset.
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
#J-18808-Ljbffr
Sales Operations Coordinator II Reports To:
Sales Manager or General Manager Status:
Full-time, Regular position Category:
Sales Location Name:
Coastal Air Service Experts Heating and Air Location Address:
79 Columbia Dr #105, Pooler, GA 31322 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.
Effectively and courteously communicates with customers to schedule service/maintenance/sales calls while gathering information on the customer’s current systems and needs and ensuring the decision maker is present at the time of the call.
Call customers to remind them of upcoming scheduled appointments, inform on changes in arrival time, and schedule service/maintenance calls.
Plan and route technicians to service calls based on availability, skill sets, customer equipment and needs, geography, and latest information in the Capacity Planning System and the Dispatch Board.
When applicable, schedule Residential Sales Consultants to meet with technicians for upgrade opportunities with older equipment.
Maintain the capacity planner and proactively fill appointment gaps due to cancellations/rescheduling to maximize capacity planning.
Update Dispatch Board and related modules in STARS as required.
Respond promptly to service technicians’ requests by radio and telephone.
Represent the company professionally, honestly, and ethically in all business matters.
Contact next customers to confirm appointments and page calls to assigned technicians.
Identify issues regarding technician and call-center productivity; inform management of issues requiring action.
Receive customer lead information from technicians, Call Center, marketing efforts, and customers; enter and update sales appointment details in the system(s).
Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms; ensure forms are sent to the financing vendor.
Call customers to confirm arrival times; enter scheduling information on the Sales Dispatch Board.
Perform outbound calls to leads that did not schedule a sales call to attempt scheduling.
Assign sales leads to Residential Sales Consultants per Lead Distribution Policy and use CAD to dispatch.
Update Residential Sales Consultant capacity in the call center portal.
Create Q-Tickets in STARS to document customer information for the Residential Sales Consultant prior to the sales call and to create placeholders on the Sales Dispatch Board.
Document sale details after the sales call and schedule follow-up activities as needed.
After installation, schedule/confirm Residential Sales Consultant follow-up referral visit and obtain customer feedback.
Document issues from scheduling problems, missed appointments, or customer complaints and coordinate with colleagues or management to resolve them; keep the customer informed.
Keep Areas Sales Manager informed of issues and pertinent information.
Generate and distribute the Daily Sales report; review sales reports for errors, update leads, and monitor the Web Portal for messages.
Generate requested reports and track activities for area-specific contests/events as needed.
Perform similar/other duties as needed or assigned.
Desired Skills and Qualifications
Qualifications:
High school diploma or equivalent with experience in customer service or a customer-facing environment. Prior dispatching experience is desirable.
Experience or training with computers and related systems in an administrative office environment. Prior experience with an AS400 system is desirable.
Ability to multi-task in a fast-paced, changing environment and switch between tasks without loss of efficiency.
Excellent customer-service, communication, and interpersonal skills; ability to resolve customer issues effectively.
Strong written and verbal communication with co-workers and customers; able to communicate with a diverse customer population.
Ability to work effectively in both a team and independent environment.
Ability to learn and practice proper radio-communication techniques and use pager systems.
Knowledge of local geographical areas or ability to learn them (streets, highways, cities, towns).
Ability to make decisions based on established guidelines and procedures; strong organizational and time-management skills; ability to prioritize work by service demands.
Understanding or knowledge of the HVAC/Refrigeration industry is an asset.
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
#J-18808-Ljbffr