Administrative Assistant III

Engineering Excellence National Account•San Antonio, TX

4d•Onsite

About The Position

Responsible for supporting the Sales Team, Service Technicians, Installers, and Maintenance Technicians by maintaining accurate data in the appropriate systems and communicating with customers regarding scheduled calls and follow-up visits. This role works closely and cooperatively with both sales and center staff, ensuring customers are informed of appointments, responding to inquiries, and helping to resolve issues. The position efficiently plans and routes 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.

Requirements

High school diploma or equivalent
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 and constantly changing work environment
Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness
Excellent customer-service, communication, and interpersonal skills
Effective communication skills to communicate with customers and resolve customer issues, complaints, or concerns
Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner
Ability to communicate with a diverse customer population
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
Ability to make decisions based on established guidelines and procedures
Effective organizational and time-management skills
Must be able to prioritize work based on service demands
Minimum of 4+ years of experience

Nice To Haves

Prior experience dispatching is desirable
Prior experience with an AS400 system desirable
Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns)
An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Responsibilities

Effectively and courteously communicates with customers to schedule service/maintenance/sales calls, gathering information on current systems and needs, and ensuring the decision maker is present.
Calls customers to remind them of upcoming appointments, inform them of any changes in technician/installer arrival times, and schedule service/maintenance calls.
Efficiently and effectively plans and routes technicians to service calls based on availability, skill sets, customer equipment, needs, geographical location, and system information.
Schedules Residential Sales Consultants (RSCs) to meet with technicians at customer homes for upgrade opportunities when applicable.
Ensures the capacity planner is maintained and proactively fills appointment gaps due to cancellations/rescheduling to maximize capacity planning.
Ensures the Dispatch Board and other related modules in STARS are updated as required.
Promptly responds to service technicians’ requests via radio and telephone.
Represents the company professionally, honestly, and ethically in all business matters.
Contacts customers to confirm appointments and pages calls to assigned technicians.
Identifies issues/problems/concerns regarding technician and call-center productivity.
Informs General Manager and/or operations/office manager of issues/problems/concerns requiring their attention.
Receives customer lead information from technicians, the Call Center, marketing efforts, and directly from the customer.
Enters sales appointment details into appropriate system(s) to document leads and updates details as necessary due to cancellations/rescheduling.
Explains financing options and gathers customer information to complete financing forms or assists customers in completing them, and ensures completed forms are sent to the financing vendor.
Confirms customer arrival times for Residential Sales Consultants.
Enters appropriate scheduling information on the Sales Dispatch Board.
Performs outbound calls to customers identified as leads but who did not schedule a sales call to attempt to schedule the sales call.
Assigns sales leads to Residential Sales Consultants in accordance with company policy.
Utilizes the computer-aided dispatch system to dispatch Residential Sales Consultants to sales calls.
Updates the Residential Sales Consultant capacity in the call center portal.
Creates the quote ticket (Q-Ticket) in STARS to document customer information for the RSC prior to the sales call and creates a placeholder on the Sales Dispatch Board.
Gathers information from the RSC after the sales call presentation to document sale details and enters pertinent details into the sales tracking system.
Schedules follow-up referral calls based on scheduled installation times.
Calls customers after installation to schedule/confirm the RSC follow-up referral visit.
Calls customers after the follow-up visit to obtain feedback and ensure customer requests are handled appropriately.
Documents and communicates scheduling issues, missed appointments, or customer complaints to resolve problems.
Maintains communication with the customer to ensure problem resolution to their satisfaction.
Keeps the Area Sales Manager informed of issues, problems, and pertinent information.
Completes and distributes the Daily Sales report, reviews sales reports for errors/omissions, enters corrections, updates lead errors, and checks the Web Portal for messages.
Generates reports from systems as requested/required.
Tracks activities for area-specific contests/events and distributes relevant information.
Performs similar/other duties as needed or assigned.