Sales Operations Coordinator II

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 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/sales calls while gathering information on their current systems and needs, ensuring the decision-maker is present.
• 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 plans and routes technicians to service calls based on technician availability, skill sets, customer equipment and needs, geographical location, and information in the Capacity Planning System and Dispatch Board.
• Schedules Residential Sales Consultants to meet with technicians at the customer’s home for upgrade opportunities when applicable.
• Maintains the capacity planner and proactively fills appointment gaps due to cancellations/rescheduling to maximize capacity.
• Ensures the Sales Dispatch Board and related modules in STARS are updated as required.
• Responds promptly to service technicians’ requests via radio and telephone.
• Represents the company professionally, honestly, and ethically in all business matters.
• Contacts next customers to confirm appointments and pages calls to assigned technicians.
• Identifies issues/problems/concerns regarding technician and support center productivity and informs management as needed.
• Receives customer lead information from technicians, the Support Center, marketing efforts, or directly from customers, and enters details into appropriate systems.
• Updates sales appointment details in systems 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 updates 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 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 accurate availability information.
• 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 them into the sales tracking system.
• Schedules follow-up referral calls based on the installation time.
• Calls customers after installation to schedule/confirm the Residential Sales Consultant follow-up referral visit.
• Obtains customer feedback after the follow-up visit and ensures any requests are handled appropriately and timely.
• 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.
• Maintains communication with customers to ensure issues are resolved to their satisfaction.
• Keeps management informed of pertinent issues, problems, or information.
• Completes and distributes the Daily Sales report; reviews for errors/omissions and updates systems accordingly.
• Generates reports from systems as requested/required.
• Tracks activities for center or region-specific contests/events and distributes relevant information.
• Performs similar/other duties as needed or assigned.

Requirements

• High school diploma or equivalent with 2+ years of experience in customer service or a customer-facing environment.
• Prior dispatching experience is desirable.
• Experience or training in using computers and related systems in an administrative office environment.
• Prior experience with an AS400 system is desirable.
• Ability to multi-task and work effectively in a fast-paced, constantly changing environment.
• Comfortable switching rapidly between tasks without loss of efficiency.
• Excellent customer service, communication, and interpersonal skills.
• Effective communication skills to resolve customer issues, complaints, or concerns.
• Ability to communicate professionally with a diverse customer population.
• Ability to work effectively in both team and independent environments.
• 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.