Sales Coordinator

Southern Home Services•Kernersville, NC

About The Position

Southern Home Services is a residential HVAC, plumbing, and electrical company that acquires, owns, and operates businesses around the United States. The Plumbing & Air Service Co., a Southern Home Services company, is seeking a Sales Coordinator to support its sales operation. The Sales Coordinator oversees the customer journey and sales cycle from initial inquiry through job completion, helping ensure a seamless experience across HVAC, plumbing, and electrical opportunities. The role evaluates customer notes, service history, equipment, and call details to identify Comfort Advisor opportunities and assign the most appropriate advisor. Working with Sales Leadership, Dispatch, Inside Sales, and Marketing, the coordinator maintains accurate opportunity and job data, manages advisor capacity and scheduling, and develops outbound strategies that support job-count and revenue goals. The role also reinforces accountability for consistent execution of the Awesome Customer Experience (ACE) Process. This position supports sales-team performance and customer experience by managing scheduling capacity and board accuracy, coordinating jobs and installs, reviewing job quality, maintaining accurate estimates and records, and debriefing Comfort Advisors after calls. Additional administrative work may include rebate processing and equipment registration. The position is non-exempt and is generally performed in an indoor office environment at an individual workstation, sitting and/or standing.

Requirements

At least one year of experience in dispatching, sales support, customer service, scheduling, logistics, or service coordination in a fast-paced business environment.
Demonstrated ability to manage scheduling and capacity for a team of up to 15 Comfort Advisors.
Proficiency in Microsoft Word, Excel, and PowerPoint.
Comfort adopting and using technology, business systems, and AI tools to improve efficiency and decision-making.
Strong organizational, problem-solving, and multitasking abilities.
High school diploma or GED.
Strong reading, writing, and comprehension skills.
Ability to communicate clearly, confidently, and professionally with Comfort Advisors, managers, Customer Care, technicians, and customers.
Ability to remain calm and make timely decisions amid same-day changes, emergencies, scheduling conflicts, and competing priorities.
Ability to maintain accurate and complete sales, estimate, and job information and consistently follow through on opportunities and tasks.
Ability to reinforce established processes and hold team members accountable while demonstrating patience, empathy, and situational awareness.
Ability to perform work while sitting and/or standing at an individual workstation or office; communicate verbally by phone or another communication device; stand, walk, and sit; talk or hear in person and by telephone; use hands to type, handle, or feel objects or controls; reach with hands and arms; and occasionally stoop, kneel, bend, crouch, and lift up to 10 pounds.

Nice To Haves

Experience in a multi-trade home services environment, such as HVAC, plumbing, and electrical.

Responsibilities

Ensure Comfort Advisors meet with five customers daily as part of the 5-2-1 ACE Process.
Keep each Comfort Advisor’s shift current on a daily basis, including blocking meetings and personal time on the board.
Use Adaptive Capacity to maintain accurate Comfort Advisor availability and coordinate with Dispatch when technician availability affects advisor scheduling.
Communicate install availability to Comfort Advisors throughout the day; book install jobs and other sales generated by Comfort Advisors.
Assign the appropriate Comfort Advisor by skill, trade, and zone, and update resources when staffing or shifts change. Maintain relevant information in Dispatch Pro when it is used.
Participate in sales meetings and trainings to understand the sales team’s strengths and weaknesses and the products and services available to customers.
Add multiple technicians to a job when required; manage on-call rotation and weekend activity; coordinate with Dispatch to identify and prioritize ACE calls.
Maintain real-time accuracy of the scheduling board and hold Comfort Advisors accountable for call goals.
Conduct periodic job quality reviews, troubleshoot issues, and report recurring training needs to line managers.
Ensure sales, ACE, and install jobs and estimates are complete, accurate, and properly linked, including the initial diagnostic visit, sales estimate, and install job.
Hold Comfort Advisors and managers accountable for arrival windows, status updates, and process; conduct ticket dives and communicate training needs to line managers.
Debrief with the Comfort Advisor after every call and complete and attach the standard ServiceTitan debrief form to every job.
Perform additional administrative duties supporting the sales process, such as rebate processing and equipment registration.
Identify sales opportunities in customer interactions and communicate them to Comfort Advisors, technicians, management, and the office.
Monitor job notes, technician status, scheduling information, and opportunity details; interpret operational reporting to support business decisions.
Manage schedule changes, customer arrival expectations, emergencies, conflicts, and competing priorities while maintaining the scheduling board.
Take ownership of performance indicators including 5-2-1, on-time performance, and cancellation rates; identify bottlenecks and process gaps and recommend solutions.
Reinforce the ACE Process and promote accountability and continuous improvement across the team.