Sales Operations Coordinator III

Service Experts • Ormond Beach, FL

2d

About The Position

The Sales Operations Coordinator III applies general knowledge to assist with moderately complex projects and assignments within Sales Operations and works under general supervision. The role coordinates customer appointments, service and sales dispatch, technician and Residential Sales Consultant capacity, sales leads, and follow-up activities. It also maintains scheduling and sales records in company systems, prepares reports, communicates customer and operational issues to appropriate personnel, and supports customer satisfaction throughout the service and sales process.

Requirements

• High school diploma or equivalent.
• At least 4 years of experience in customer service or another customer-facing environment.
• Experience or training using computers and related systems in an administrative office environment.
• Ability to multitask and work effectively in a fast-paced, constantly changing environment, switching rapidly between tasks without losing efficiency or effectiveness.
• Excellent customer service, communication, and interpersonal skills.
• Ability to communicate effectively with customers to resolve issues, complaints, and concerns.
• Ability to communicate pleasantly, professionally, and in a customer-focused manner with coworkers and a diverse customer population.
• Ability to work effectively both independently and as part of a team.
• Ability to learn and use proper radio-communication techniques and pager systems.
• Knowledge of, or ability to learn, local streets, highways, cities, and towns.
• Ability to make decisions based on established guidelines and procedures.
• Effective organizational and time-management skills, including the ability to prioritize work based on service demands.

Nice To Haves

• Prior dispatching experience.
• Prior experience with an AS400 system.
• Knowledge of or experience in the HVAC/Refrigeration industry.

Responsibilities

• Analyze, diagnose, and resolve customer problems in a courteous, professional, timely, and accurate manner, and identify potential problems to prevent breakdowns or callbacks.
• Communicate with customers to schedule service, maintenance, and sales calls; gather information about their systems and needs; and ensure the decision maker is present for the call.
• Remind customers of upcoming appointments, advise them of changes to technician or installer arrival times, and contact customers to confirm appointments.
• Plan and route technicians to service calls based on availability, skill sets, customer equipment and needs, location, and information in the Capacity Planning System and Dispatch Board.
• Where applicable, arrange for a Residential Sales Consultant to meet a technician at a customer's home when older equipment presents an upgrade opportunity.
• Maintain the capacity planner and fill appointment gaps caused by cancellations or rescheduling to maximize capacity.
• Update the Sales Dispatch Board and related modules in STARS, respond to technician requests by radio and telephone, contact next customers to confirm appointments, and page assigned technicians.
• Identify technician and Support Center productivity issues through ongoing communication, and inform the General Manager and/or operations or office manager when issues require attention.
• Receive customer lead information from technicians, the Support Center, marketing efforts, and customers; enter and update sales appointment details in the appropriate systems.
• Explain financing options and gather customer information for financing forms, assist customers in completing forms, and send completed forms to the financing vendor when applicable.
• Confirm Residential Sales Consultant arrival times with customers and enter scheduling information on the Sales Dispatch Board.
• Make outbound calls to leads who have not scheduled a sales call in order to attempt to arrange one.
• Assign sales leads to Residential Sales Consultants according to company policy, dispatch consultants using the computer-aided dispatch system, and update sales staff capacity in the Support Center portal.
• Create Q-Tickets in STARS to document customer information and create placeholders on the Sales Dispatch Board before sales calls.
• Gather sales-call results from Residential Sales Consultants and enter sale or quote details into the sales tracking system; schedule follow-up referral calls based on installation timing.
• After installation, schedule or confirm the Residential Sales Consultant follow-up visit, then contact the customer afterward to gather feedback and ensure requests are handled appropriately and promptly.
• Assign and coordinate technicians and Residential Sales Consultants to support activity models.
• Debrief Residential Sales Consultants and update lead information.
• Document and coordinate resolution of sales appointment scheduling issues, missed appointments, and customer complaints, maintaining communication with customers until issues are resolved to their satisfaction.
• Keep the General Manager or Sales Manager informed of issues, problems, and other pertinent information.
• Complete and distribute the Daily Sales report, review reports for errors or omissions, enter corrections, update lead errors, and check the Web Portal for messages.
• Generate reports as requested or required, and track center- or region-specific contests and events and distribute relevant information.
• Perform similar or other duties as needed or assigned.

Benefits

• Competitive pay, including incentive opportunities for many positions.
• Paid time off and company holiday pay.
• Medical, dental, and vision insurance programs.
• 401(k) retirement savings plan with company-matching contributions.
• Life insurance, with optional coverage for family members.
• Short-term and long-term disability insurance options.
• Supplemental benefit programs, including legal advice, pet insurance, and health advocacy programs.
• Training opportunities through Experts University.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED