Sales and Service Coordinator

Service Experts Heating And Air Conditioning • Champaign, IL

89d

About The Position

Join the team of experts and realize your true potential! Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT! The Sales and Service Coordinator is 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. The role works closely and cooperatively with both sales and center staff, ensuring that customers are informed of scheduled appointments and helping to resolve issues and problems. The 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 with experience in customer service or other customer-facing environments.
• Prior experience dispatching is desirable.
• 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.
• Excellent customer-service, communication, and interpersonal skills.
• Ability to effectively communicate with co-workers and customers in a pleasant, business-like manner.
• Ability to work effectively in both a team and an independent environment.
• Ability to learn and practice proper radio-communication techniques.
• Knowledge of local geographical areas.
• Ability to make decisions based on established guidelines and procedures.
• Effective organizational and time-management skills.
• 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 while gathering information on the customer's current systems and needs.
• Responsible for calling customers to remind them of upcoming scheduled appointments and to keep them informed of any changes in technician/installer arrival time.
• Efficiently plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, and geographical location.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling.
• Ensures 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.
• Contacts customers to confirm appointments and pages calls to the assigned technicians.
• Identifies issues/problems/concerns regarding technician and call-center productivity and informs management as necessary.
• Receives customer lead information and enters sales appointment details into appropriate systems.
• Explains financing options and assists customers in completing financing forms.
• Calls customers to confirm the arrival time of the Residential Sales Consultant.
• Performs outbound calls to customers who were identified as leads but did not schedule a sales call.
• Assigns sales leads to Residential Sales Consultants according to the company Lead Distribution Policy.
• Creates the quote ticket (Q-Ticket) in STARS to document customer information for the Residential Sales Consultant.
• Gathers information from the Residential Sales Consultant after the sales call presentation to document sale details.
• Calls customers to schedule/confirm follow-up visits after installation.
• Documents scheduling issues, missed appointments, or customer complaints and communicates with co-workers or management to resolve them.
• Keeps the Areas Sales Manager informed of issues and pertinent information.
• Completes and distributes the Daily Sales report and reviews sales reports for errors.
• Generates reports from systems as needed and tracks activities for area-specific contests/events.

Benefits

• Competitive Pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical, Dental, and Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance and disability insurance options
• Supplemental benefit programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED