Inside-Sales Rehash Manager / HVAC
About The Position
American Residential Services (ARS), the nation’s largest provider of residential HVAC, plumbing, and electrical services, is seeking an experienced and driven Inside-Sales Manager to lead our Rehash team. Why This Role is Critical: Your goal is to oversee the inside sales staff as they reconnect with homeowners who received an HVAC quote but haven't moved forward yet. You turn lost opportunities into scheduled installs by providing better options, answering lingering questions, and offering the right incentives.In the HVAC world, the biggest waste of marketing dollars is a lead that goes "cold." As the Rehash Manager, you ensure that no customer is left behind and that our brand remains the first choice when a homeowner is ready to make their final decision. You will: Manages the daily operations of inbound and outbound rehash call center functions to establish and maintain the company as an industry leader in customer satisfaction. Ensures that the department provides a high level of service to field operations, timely and accurate service order entry, prompt resolution of reported problems and implementation of quality assurance measures. May have responsibility for dispatching communications.
Requirements
- A Bachelor’s degree and 5-7 years of customer service experience required.
- Related education and/or training or any equivalent combination of education and experience may be substituted.
- Computer literacy and knowledge of Microsoft Office products are required.
- Must be able to create and interpret spreadsheets.
- Strong communication, leadership and interpersonal skills are required.
Nice To Haves
- HVAC knowledge prefered but not required.
- HVAC sales experience prefered.
- Industry and inside sales experience is preferred.
Responsibilities
- Manages and develops the Inside-Sales Department, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
- Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
- Manages and maintains a high call capture rate of all demand service calls by Representatives.
- Performs call evaluations and provides feedback and/or suggestions for improvement.
- Researches complex issues and communicates with departmental personnel to resolve discrepancies.
- Manages outbound telemarketing program to better market existing customer base.
- Ensures that sales goals are attained by assisting in generating sales leads for products, equipment and services.
- Prepares forecasts of future volume as well as analyses of current and past call volume.
- Manages call slip volume to ensure adequate workload for technicians.
- Conducts customer surveys for quality assurance and generates reports for distribution.
- Works closely with dispatching to ensure consistent communication of service information and appointments. May have overall management responsibility for the dispatch function.
- Gathers data and statistics to generate productivity reports and various spreadsheets.
- May maintain warranty and maintenance contract information and files.
- May generate warranty invoices and submit to the corporate office for payment.
- Answers overflow telephone calls and transfers to the appropriate departments.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
