Sales Operations Coordinator II
Engineering Excellence, Farmington Hills, Michigan, United States
Position Title: Sales Operations Coordinator III
Reports To: General Manager or Office Manager
Status: Full-time, Regular position
Category: Customer Service/Support
Location: Farmington Hills, MI
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 the training, support, and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary The Sales Operations Coordinator III handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Coordinator will assist in day-to-day operation of the Center.
What We Offer You as a Service Experts Employee
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical / Dental / Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
Key Responsibilities
Answer incoming phone calls from customers and assist or route calls to the appropriate person
Maintain good customer relations and ensure that all calls meet Service Experts’ standards
Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat
Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintain customer records by updating account information
Accurately disposition calls in call monitoring software
Adhere to CPI compliance regulations when taking payments over the phone
Update the capacity planner whenever calls are booked, rescheduled, or canceled
Work with Sales and Service Coordinator to improve the accuracy and speed of response in scheduling
Communicate with customers on the status of service calls
Assist with dispatching as needed
Continually maintain working knowledge of all company products, services, and promotions
Reliable attendance and on-time job performance
Perform similar or other duties as needed or assigned
Qualifications
High school diploma or equivalent with 7+ years experience working in customer service or other customer‑facing environment
Experience or training in the use of computers and related systems in an administrative office environment
Must be able to multi‑task and work effectively in a fast‑paced, constantly changing work environment
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 and with a diverse customer population
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Effective organizational and time‑management skills; prioritize work based on service demands
Understanding and knowledge of the HVAC/Refrigeration industry is an asset
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.
Service Experts 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.
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Status: Full-time, Regular position
Category: Customer Service/Support
Location: Farmington Hills, MI
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 the training, support, and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary The Sales Operations Coordinator III handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Coordinator will assist in day-to-day operation of the Center.
What We Offer You as a Service Experts Employee
Competitive Pay, including incentive opportunities for many positions
Paid Time Off and Company Holiday Pay
Medical / Dental / Vision Insurance programs
401(k) Retirement Savings Plan with company matching contributions
Life Insurance, for you and options you can elect for your family
Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
World Class Training opportunities through our Experts University
Key Responsibilities
Answer incoming phone calls from customers and assist or route calls to the appropriate person
Maintain good customer relations and ensure that all calls meet Service Experts’ standards
Handle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat
Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues
Maintain customer records by updating account information
Accurately disposition calls in call monitoring software
Adhere to CPI compliance regulations when taking payments over the phone
Update the capacity planner whenever calls are booked, rescheduled, or canceled
Work with Sales and Service Coordinator to improve the accuracy and speed of response in scheduling
Communicate with customers on the status of service calls
Assist with dispatching as needed
Continually maintain working knowledge of all company products, services, and promotions
Reliable attendance and on-time job performance
Perform similar or other duties as needed or assigned
Qualifications
High school diploma or equivalent with 7+ years experience working in customer service or other customer‑facing environment
Experience or training in the use of computers and related systems in an administrative office environment
Must be able to multi‑task and work effectively in a fast‑paced, constantly changing work environment
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 and with a diverse customer population
Ability to work effectively in both a team and an independent environment
Ability to make decisions based on established guidelines and procedures
Effective organizational and time‑management skills; prioritize work based on service demands
Understanding and knowledge of the HVAC/Refrigeration industry is an asset
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.
Service Experts 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.
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