Sales Operations Coordinator I

About the role

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 they are 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.

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 and courteously communicates with customers to schedule service, maintenance, or sales calls while gathering information on the customer’s current systems and needs, ensuring the decision maker is present at the time of the call.
• Calls customers to remind them of upcoming scheduled appointments, inform them of any changes in technician/installer arrival time, and schedule service/maintenance calls.
• Efficiently and effectively plans and routes 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.
• Schedules Residential Sales Consultant to meet with technician at the customer’s home for upgrade opportunities when applicable.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling to maximize capacity planning.
• Ensures Sales Dispatch Board and other related modules in STARS are updated as required.
• Promptly responds to service technicians’ requests, both by radio and telephone.
• Represents the company professionally, honestly, and ethically in all business matters and concerns.
• Contacts next customers to confirm appointments and pages calls to the assigned technicians.
• Identifies issues/problems/concerns regarding technician and support center productivity and informs the General Manager and/or operations/office manager of issues requiring their attention.
• Receives customer lead information from technicians, the Support Center, marketing efforts, and directly from customers; enters sales appointment details into appropriate system(s).
• Updates sale appointment details in system(s) due to cancellations/rescheduling.
• Explains financing options and assists customers in completing financing forms; ensures completed forms are sent to the financing vendor.
• Calls customers to confirm the arrival time of the Residential Sales Consultant and enters scheduling information on the Sales Dispatch Board.
• Performs outbound calls to customers identified as leads who did not schedule a sales call to attempt rescheduling.
• Assigns sales leads to Residential Sales Consultants in accordance with the company Lead Distribution Policy.
• Utilizes the computer-aided dispatch system to dispatch Residential Sales Consultants to sales calls.
• Updates Residential Sales Consultant capacity in the Support Center portal to ensure up-to-date information on sales staff availability.
• Creates the quote ticket (Q-Ticket) in STARS to document customer information for the Residential Sales Consultant prior to the sales call.
• Gathers information from the Residential Sales Consultant after the sales call to document sale details or quotes and enters pertinent details into the sales tracking system.
• Schedules follow-up referral calls based on the scheduled installation time.
• Calls customers after installation to schedule/confirm the Residential Sales Consultant follow-up referral visit.
• Calls customers after the follow-up visit to obtain feedback and ensure any requests are handled appropriately and in a timely manner.
• Assigns and coordinates technicians and Residential Sales Consultants to support the activity model.
• Debriefs all Residential Sales Consultants and updates lead information.
• Documents and communicates scheduling issues, missed appointments, or customer complaints to resolve problems or issues.
• Maintains communication with the customer to ensure problems/issues are resolved to their satisfaction.
• Keeps the General Manager or Sales Manager informed of issues, problems, and other pertinent information.
• Completes and distributes the Daily Sales report; reviews sales reports for errors/omissions and enters corrections in system(s).
• Generates reports from systems as requested/required.
• Tracks activities for center or region-specific contests/events and distributes relevant information to Residential Sales Consultants, Sales Managers, and others.
• Performs similar/other duties as needed or assigned.

Requirements

• High school diploma or equivalent with 2 years’ experience working in customer service or another customer-facing environment.
• Prior experience dispatching is desirable.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Ability to multi-task and work effectively in a fast-paced and constantly changing work environment.
• Comfortable switching rapidly between tasks with no loss in efficiency and effectiveness.
• Excellent customer service, communication, and interpersonal skills.
• Effective communication skills to resolve customer issues, complaints, or concerns.
• Ability to communicate with a diverse customer population in a pleasant, business-like, and customer-focused manner.
• Ability to work effectively in both a team and an independent environment.
• 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, and 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.

Benefits

• Competitive pay, including incentive opportunities for many positions.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company-matching contributions.
• Life Insurance for you and options for your family.
• Short-term and Long-term disability insurance options.
• Supplemental benefit programs such as legal advice, pet insurance, and health advocacy programs.
• World Class Training opportunities through Experts University.
• Career Development opportunities.