Moncrief Heating and Air - Membership Coordinator

Ace Hardware•Alpharetta, GA

14d•$18 - $23

About The Position

Who we are Ace Hardware has been serving neighbors throughout America for nearly 100 years. Ace recognized the need for a trusted national service provider for home repairs - namely, plumbing, heating, cooling & electrical services. We call it "bringing helpful to your home" & it is our goal to deliver the same level of service, convenience & quality that you have come to expect from Ace Hardware. We’re Hiring! We're looking for employees that believe in working with integrity, making a difference, showing up with a positive attitude & are committed to providing positive experiences for our customers and teams. Whether you're an apprentice just starting out, a journeyman or a general manager, we believe our size & growth ambitions will provide you with unique opportunities for advancement. We offer competitive pay & benefits including medical, dental & vision plans, 401(k), incentive opportunities & paid time off. We want you to succeed and advance – it’s all about continuous improvement & empowering our employees to reach their full potential. Moncrief Heating and Air is now a part of the Ace Hardware Family! Our teams are growing, and we have an exciting opportunity for an HVAC Service Supervisor in King of Prussia, PA. The Membership Coordinator will drive revenue by setting proper tasks for customer service to follow up with customers, review Service Technician calls, and seek opportunities to gain new customers while maintaining the existing customer base through negotiation of annual pricing changes. Price existing plan customer renewals in a timely manner. Meet KPI of twenty outbound renewal calls per day. Build customer relationships and answer customer follow questions. Follow up on plan sales daily to generate tasks and add any special filters needed for customer service to order. Add plans to new installation customers, make sure equipment has been entered correctly, and old equipment has been removed from customer file. Generate new plan offers to any new installations who have additional systems. Drive new plan sales through billable service invoice searches to send and gain new customers. Ensure plan follow up is happening in a timely manner. Reminders are sent 2 weeks prior, the day of expiration, and 2 weeks after expiration. Review Service Technician plan intros and ensure they are being entered properly for their sales incentive. Sales Reporting Manage follow up to ensure that plan sales are on track for the month. In a weekly recap, summarize the top reasons we are winning/losing and report to manager in departmental meetings. Summarize monthly and report to management the primary requests and general feedback from customers when we cannot gain a commitment on service plan renewal. Customer Experience Focus on helping customer service answer questions related to plans. Understand and attempt to course correct when customers are unhappy with plan pricing or have had a bad experience. Measurables: Achieve monthly/quarterly/yearly departmental sales goals. Number of follow up calls made daily. Close ratio of plan customer renewals. YOY total count of new plans sold. Why should you join our team? We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand. In addition to providing our employees a great culture, we offer competitive benefits that address life’s necessities and perks, many of which expand and improve year after year, including: Incentive/Commission/Bonus opportunities (Based on role / grade level) 401(k) retirement savings plan with matching company contributions, eligible on your first day! Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents. Warehouse Merchandise Discount! Paid time off & paid holidays (depending on role and month of hire) Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities. Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review. Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support. Benefits are provided in compliance with applicable plans and policies.

Responsibilities

Drive revenue by setting proper tasks for customer service to follow up with customers
Review Service Technician calls
Seek opportunities to gain new customers while maintaining the existing customer base through negotiation of annual pricing changes
Price existing plan customer renewals in a timely manner
Meet KPI of twenty outbound renewal calls per day
Build customer relationships and answer customer follow questions
Follow up on plan sales daily to generate tasks and add any special filters needed for customer service to order
Add plans to new installation customers, make sure equipment has been entered correctly, and old equipment has been removed from customer file
Generate new plan offers to any new installations who have additional systems
Drive new plan sales through billable service invoice searches to send and gain new customers
Ensure plan follow up is happening in a timely manner
Review Service Technician plan intros and ensure they are being entered properly for their sales incentive
Manage follow up to ensure that plan sales are on track for the month
Summarize the top reasons we are winning/losing and report to manager in departmental meetings
Summarize monthly and report to management the primary requests and general feedback from customers when we cannot gain a commitment on service plan renewal
Focus on helping customer service answer questions related to plans
Understand and attempt to course correct when customers are unhappy with plan pricing or have had a bad experience
Achieve monthly/quarterly/yearly departmental sales goals
Number of follow up calls made daily
Close ratio of plan customer renewals
YOY total count of new plans sold

Benefits

Incentive/Commission/Bonus opportunities (Based on role / grade level)
401(k) retirement savings plan with matching company contributions, eligible on your first day!
Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents
Warehouse Merchandise Discount!
Paid time off & paid holidays (depending on role and month of hire)
Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others)
Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support

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